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Real Time Analyst

2 months ago

Sheffield, Sheffield, United Kingdom FirstGroup Full time

Who are we?

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

About the job

  • Working in the workforce planning team, monitoring real time call and work volumes.
  • Maintaining service levels across all departments ensuring real time needs are met.
  • Coordinating and adjusting staffing as required.
  • You will provide regular intraday and summary reports to the management team.
  • Review and make recommendations to the call centre managers, shift and schedule changes based on short, and near-term call predictions.

Your main responsibilities will be:

  • Monitor real time call flows, administration workflow and takes action to maintain target service levels.
  • Coordinate appropriate staffing allocation and availability of staff across all departments to achieve service level objectives.
  • Monitor real time adherence and highlight nonadherence to managers where appropriate.
  • Produce reports out of teleopti on things such as adherence and shrinkage.
  • Work with MI team to ensure that reports cover any aspects that are not available through teleopti such as non-scheduled non work activity.
  • Manage availability in real time and make appropriate recommendations to the operations management team to maximise utilisation.
  • Working with the operations team managers to manage service levels across cases, call flows and emails.
  • Optimise off phone activity where required.
  • Review any gaps in coverage and suggest solutions to the management team to correct.
  • Schedule off phone activities such as daily huddles, team meetings and pre booked training at the most appropriate times to ensure SL coverage.
  • Manage holiday exceptions with Operations managers.
  • Provide intraday updates to operations management team and facilitates real time discussions.
  • Collates potential reasons for forecast inaccuracy and feeds these to the Workforce Manager and Operations team

As a minimum, you will need to have:

  • Real time experience in a multi-channel environment using a WFM solution (preferred but not essential)
  • Ability to build and maintain relationships.
  • Experience of WFM solutions (preferred but not essential)
  • Knowledge of call centre operating systems – Amazon connect (preferred)
  • Ability to work under pressure in a fast-paced environment, with deadlines.
  • Capacity to work tactfully with discretion and confidentiality.
  • Good Microsoft Office skills
  • Organisational and time management skills
  • Good communication skills, both written and verbal

About the location

Sheffield city centre at our modern offices.
Ten minutes' walk from Sheffield Station.
Travel to other UK locations as appropriate

Working pattern

37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception

The Reward

  • 25 days Holiday plus National Bank Holidays
  • Travel Offers for Bus and Rail*
  • Payroll Giving – donate directly from your pay to a Charity of your Choice
  • Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
  • All employee Share Schemes*
  • Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
  • Buy as You Earn - allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
  • Employee Assistance Helpline – free, confidential employee support service provided by an independent provider

*after 6 months of employment

We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.