Real Time Analyst

2 weeks ago

Northampton, Northamptonshire, United Kingdom The White Company Full time £30,000 - £40,000 per year
Our Role

Supporting the operational teams with the delivery of real time planning support and upskilling the TLs in effective queue management.

What you'll be doing

  • Primary responsibilities:

    • Monitor inbound volume, agent attendance and manage schedules real time.
  • Ensure the delivery of our internal support (interaction) framework for all agents (QA, 1-2-1's, Coaching etc.).
  • Monitor service levels across all channels at an interval level – agent code usage, shrinkage, AHT & any other drivers (positive & negative) of performance.
  • Drive real-time adherence to expected capacity against actual performance to achieve service levels.
  • Communicate unexpected changes to contact patterns/volumes to Resource Planning Manager and wider management team.
  • Build and maintain strong relationships with key stakeholders across all sites.
  • To create and provide intraday reporting to all key stakeholders.
The skills & experience that you'll need
    • Customer service or contact centre experience
  • Knowledge of WFM tools (Verint, Calabrio, Nice etc.) - Ideally Injixo
  • Goal and target driven
  • Ability to work under pressure
  • Confident decision maker
  • PC literate with experience in Microsoft products – Strong excel skills are advantageous (Lookup, Index, If Statements, Pivot Tables etc.)
  • Excellent verbal and written communication skills
  • Self-motivated and proactive – ability to make decisions in the moment
  • Analytical with an attention to detail
  • Creative thinker – ability to problem solve and think outside of the box
  • Good organisation and time management skills
  • Experience of working within a Retail industry
What we'll offer you

At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.

  • Discount -Up to 50% discount (dependent on contract type)
  • Holiday – 23 days, increasing to 25 days with length of service
  • Holiday Buy – opportunity to buy up to an additional 5 days holiday
  • Bonus Potential - In addition to our competitive salaries, all our permanent employees are entitled to join a discretionary bonus scheme. (dependent on contract type)
  • Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle
  • Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
  • Continued Development – we offer structured support from our own in house Learning and Development Hub
  • Pension Scheme
  • Life Assurance

Additional Benefits

  • Fruit basket daily
  • Tea and coffee provided
  • Working from Home - option to work from home on Mondays and Fridays
  • Social - Christmas party/social events throughout the year
  • Seasonal Sample Sales
  • Volunteer Day - with a charity of your choice
Our Equality Diversity and Inclusion statement of commitment

At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.

We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.

We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.

We'd love you to join us on our journey.

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