Real Time Analyst

7 days ago

Chorley, United Kingdom RESOLVE RESOURCING Full time

Real Time Analyst Chorley Up to £27,000 Basic Hours: 40hrs per week - Monday to Sunday - 09:00- 21:00 Reporting to: Resource & Planning Manager My client is a market leader in the Travel Industry who are looking for several Travel Sales Specialists based in their excellent offices in Chorley town centre (very near the train station). Purpose of the role: This role is initially a 9 month contract maternity cover position, However, they are happy to make the role permanent for the right person as they are a massively growing company. The Real Time Analyst will be responsible for monitoring all queues and skill sets, adjusting call allocations driven by real-time trends. The Real Time Analyst is responsible for monitoring agents, ensuring adherence to their schedules. **Responsibilities**: - Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance. - Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks. - Reporting trends and feedback to R&P manager to improve call handling time and productivity of CC agents - Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes - Manage advisor skill groups and balance resources to achieve target KPI’s - Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels - Help to identify skill set shortages for short-term training requirements - Maintaining positive relationships with all departments to ensure that joint goals are met - Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI’s are achieved - Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs. - Updates and maintains scheduling database with current information. - Any other reasonable requested task within skill set What you get in return - Up to £27,000 per annum basic - 28 days holiday - Contributory company pension scheme - Expenses paid educational cruise trips - Incentives to win cruise trips to a variety of destinations - Employee and friends and family discounts on cruises - Range of shifts covering seven days a week, with alternate weekend shifts - Uncapped concession towards your own cruise holiday for each year of employment - Fantastic company parties in summer and at Christmas every year - Attendance bonus paid at Christmas

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