Real Time Analyst

3 days ago

Romford, United Kingdom AllClear Insurance Full time

**Role Overview**

We are looking for a Real Time Analyst to support the Resource and Planning Team across our 2 UK contact centres.

You will be required to deliver effective contact centre resource optimisation across the contact centres and handle any of the day deviations from planned performance, whilst maintaining a good employee and customer experience. You will also Provide operationalsupport to resource manager through varied administrative duties.

**Main Duties**
- 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 off-line 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 in-line 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 operations team as required.

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