Resource Real Time Analyst

3 days ago

Epsom, United Kingdom Nuffield Health Full time

**Resource Real Time Analyst**

Epsom | Permanent | 37.5 Hours |

£25k - £32k per annum, depending on experience

We’re looking for an experienced Resource Real Time Analyst to lead the daily management of our Contact Centre.

You’ll be responsible for real-time resource management, creating agent schedules as well as providing insight and analysis on previous day performance, trends, and ensuring we optimally use our resource to deliver industry-leading service to our customers.This is a great opportunity for an analytical and self-motivated team player to show what they can do.

You will be responsible for monitoring real time call and work volumes and maintaining service levels across our Contact Centre, ensuring that real time needs are met by coordinating and adjusting staffing, providing regular intraday and summary reportsto management.

Using your excellent planning and analytical skills, you will:

- Providing help and expertise to all projects that are implemented in the Contact Centre to ensure smooth running from a resource perspective.
- Create and accurately maintain Agents shift schedules ensuring that shifts are optimally planned to meet the requirements and SLA’s.
- Monitoring incoming volumes across all queues to ensure the most appropriate staffing levels are set in a dynamic working environment, whilst using trends and reports to forecast requirements
- Daily MI reporting on the previous days performance.
- Deliver root cause analysis to identify misses in SLA’s through deep dives of data.
- Adjusting and reporting on advisor trends regarding real time non-adherence, high AHT and Not Ready code usage etc. ensuring that all attrition, leave, sickness, lateness, planned off phone activities and overtime are recorded and monitored.

To succeed as a Resource Real Time Analyst you will have:

- Experience working in a Real-Time / Resource Planning analyst role.
- A strong background of real time management and forecasting within a Contact Centre environment.
- Excellent IT skills, including MS Office and practice excel
- Strong analytical skills alongside experience of working with raw data sets, identifying trends and issues ahead of impact.
- Ability to negotiate and influence key stakeholders.
- Experience in using workforce management systems.
- Experience in contact centre resource planning and scheduling.

**Do good, feel good.**

We want you to love coming to work, feeling healthy, happy and valued. And with access to our benefits, you can create a personalised health and wellbeing package unique to your lifestyle. Whether you’re interested in our healthcare scheme, fancy yourselfa discounted holiday or are thinking about your retirement plan, we have a whole range of benefits for you to enjoy.

**Join Nuffield Health and create the future you want, today. It starts with you.

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