Real Time Analyst

7 days ago

Chorley, United Kingdom CCP Full time

Are you an experienced Real Time Analyst seeking an exciting opportunity?
Do you possess a positive, can-do attitude and enjoy working in a busy, contact centre environment?
CCP are delighted to be supporting one of world’s largest luxury holiday operators with their appointment of a Real Time Analyst on a full-time basis. You will be responsible for monitoring queues, schedules, skills set and making the necessary call adjustmentsdriven by real time data.
This thriving client can offer a hybrid working model spitting your time between the vibrant contact centre and working from home. The office is located a short walking distance from a nearby train station, as well as offering onsite parking for staff.

**Responsibilities**:

- Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily, and real time basis to maintain exceptional service levels.
- Data led real time analysis to ensure employee schedule adherence and tracking of off phone duties.
- Identifying trends and reporting to the Resource Planning Manager to improve call handling times and productivity within the contact centre.
- Recognise any live issues that may be impacting the customer journey and contact volumes.
- Collaborate with other business areas such as CRM and Marketing to forecast any events or promotions that may influence customer contact and service levels.
- Help to identify pain points and skill set shortages to influence induction and training requirements.
- Maintain positive relationships across the organisation in line with company values and ultimate goals.
- Provide a vital link between the Resource Planning team and Sales and Operations to ensure sales are maximised through exceptional customer service and hitting KPI’s.
- Track holiday schedules and requests, shift pattern changes, new employees, and seasonal changes.

**Benefits**:

- Hybrid working model.
- Increasing annual leave with service.
- Increasing holiday concession and discounts.
- Tax free attendance bonus.
- Referral incentive.
- Increased maternity pay.
- Pension.

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