Real Time Performance Analyst

1 month ago

StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time
Job Title: Real Time Analyst

Job Summary:

We are seeking a highly skilled Real Time Analyst to join our team at Vodafone UK. As a key member of our operations team, you will be responsible for managing real-time call handling performance across our Consumer business, focusing on the delivery of FTE (resource) and targeted call handling times.

Key Responsibilities:

  • Manage real-time call handling performance across Consumer, focusing on the delivery of FTE (resource) and targeted call handling times.
  • Escalate call taking capacity issues, when agreed performance parameters are exceeded, agree, implement and monitor interventions.
  • Measure call volumes and deliver insight into deviation from projected norms with use of readily available Business measurement tools.
  • Communicate effectively and efficiently to stakeholders, supplying the key information regarding operational performance and continuity.
  • Analyse management of intra-day performance and extrapolate impacts of deviations from forecasted call volumes, average handing time or resource for all call types.

Requirements:

  • Excellent management and communication skills with the ability to manage high impact performance or technology incidents and communicate effectively with senior stakeholders on a regular basis.
  • Good understanding of Service Level delivery and which performance metrics affect Service Level achievement.
  • Experience using AVAYA CMS, IEX Workforce Management and the Service Reports.
  • Confidence communicating to Senior Management & outsource operations.
  • Ability to work in a fast-paced and ever-changing environment.
  • Excellent self-motivation and ability to work under pressure.

About Vodafone:

Vodafone UK is a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. We leverage cutting-edge technology to offer products and services that enhance communication and improve lives. At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

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