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Real Time Operations Analyst
2 months ago
Job Summary
Birmingham Hospice is seeking a skilled Real Time Operations Analyst to join their ICT team. As the primary point of contact, you will be responsible for monitoring request flow, adjusting allocations, and supporting operations at hospice sites and charity shops.
Key Responsibilities
- Monitor and analyze real-time data to identify trends and areas for improvement
- Adjust request allocations to ensure optimal service levels
- Support operations at multiple sites, including hospice and charity shops
- Collaborate with field engineers to assign work and ensure adherence to schedules and priorities
- Use analytical skills to identify shortfalls and recommend improvements
- Interpret and analyze data to inform business decisions
- Develop and maintain databases to track key metrics and information
Requirements
- GCSE standard or equivalent education
- Excellent IT skills and experience with Microsoft Office
- Experience in a contact centre environment, with call management and customer care
- Proficiency in contact centre software and analytic tools
- Problem-solving skills and experience with database development and maintenance
- Excellent organizational and communication skills
