Real Time Analyst

3 days ago

SouthendonSea, United Kingdom MERJE Ltd Full time

**Full time / permanent 37.5 hours per week**

**Southend-On-Sea**

**£23,000-£30,000**

**Do you have background working as a Real Time Analyst?**

**Are you looking for a new venture within a growing business?**

**Real Time Analyst role**:
Delivering effective contact centre resource optimisation across two contact centres and handling any on the day deviations from planned performance, whilst maintaining a good employee and customer experience. Providing operational support to resource managerthrough varied administrative duties.

You will have the opportunity to develop and learn new skills, specific to contact centre resource planning.

**Real Time Analyst Responsibilities**:

- Contribute towards achieving service level targets, by balancing actual contacts with forecast and on-the-day activity.
- Carry out 'resource plan’ and tactics, whilst ensuring adherence to schedules including blending or moving of staff across skillsets
- Challenge any activity that could potentially jeopardise attainment of operational targets.
- Attend real-time update meetings with team managers to ensure awareness of hot-spots and areas of SLA focus.
- Utilise DigiDesk for optimisation of skill sets and to pro-actively deal with incoming contacts.
- Movement of resource between channels, according to operational priorities.
- Provide regular intra-day performance reports, including commentary, analysis of impacts and subsequent action taken as a result.
- Creation of effective weekly and daily 'planning packs’, to establish tactics for achieving performance targets.
- Understand variances from plan, e.g. Contact volume, AUX time, AHT and service level.
- Identify and communicate any opportunities for resource optimisation, based on contact centre performance, feedback and observations.
- Utilise Injixo to schedule offline time for meetings, coaching and training, whilst minimising disruption to effective handling of offered contacts.
- Recording of absence and other off-line activities and support the move of this workload to the Team Leaders if possible.
- Authorisation of Holiday requests inline with the planning tools available.
- Support with setting up of personnel on systems such as DigiDesk, Injixo, Bria and planning reports.
- Manage distribution of Overtime to operation and support Ops TLs in collating.
- Provide scheduled and ad hoc MI reporting to the operation as required.
- Other administrative tasks in line with effective running of the operation.
- Comply with the housekeeping rules contained within the Staff Handbook.

**The ideal Real Time Analyst**:

- Ability to prioritise workload and work effectively in a pressured environment.
- Ability to work to strict deadlines.
- Ability to build strong relationships across other departments.
- Ability to analyse problems and create effective solutions.
- Quick learner and able to pick up new skills.
- Excellent planning, organisational and time-management skills.
- Self-motivated and results orientated.
- Good MS office skills particularly excel.
- Flexible approach to working hours.

Are you interested in knowing more about this Real Time Analyst role?

**Click APPLY.

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