Real Time Performance Analyst
4 weeks ago
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 Us:
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. 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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