Real Time Analyst
- Full-time
- Working Hours: 35 hours per week
- Salary: Competitive
- Department: Claims
Company Description
Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.
It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.
Job Description
We have a fantastic opportunity for a Real Time Analyst (CLT) to join our Claims department on a full-time permanent basis.
The successful candidate will act as a single point of contact for call flow, Specialist activity and service level attainment. Provides real time queue and service level management throughout the day
Responsibilities
- Monitor real time call flows, administration queues and ancillary workflow queues and acts to maximise service outcomes
- Monitor Specialist activity daily and produces exception reports, as well taking real time action to support appropriate levels of adherence
- Contact Specialists (or their Team Leader) directly to manage utilisation of available time to meet agreed productivity and effectiveness targets
- Balance skill-based routing across sites all functions and locations
- Managing service levels around provided intra day forecast from Operations.
- Operate with a high degree of accuracy for all outputs
- Receive Specialist sickness / absence/ exception updates from Team Leaders and correctly log them in a timely fashion
- Liaise with Scheduling Analysts to ensure forecasting and scheduling assumptions are reflected in Real Time activities or are re-negotiated in advance
- Real time reporting using Avaya/ Odigo and Verint WFM
- Set up (joiners & leavers) and maintain Skills Matrix to maximise call handling/activity capacity and review this intraday as on the day shrinkage becomes known
- Review and adjust intra-day forecast as “actual” data becomes available and provide feedback to management
- Process requests for ad-hoc/unplanned activity considering priority, capacity and benefit. Communicate approval or declination with commentary/reasoning
- Provide impact assessment for ad-hoc/unplanned activity which is agreed by stakeholders
- Ensure skill changes are managed to support agreed non-standard activity – pilots, enhanced helpdesk etc
Qualifications
- Excellent communication skills and the ability to build strong relationships with stakeholders at all levels of the business
- Strong planning and workload management skills with the ability to prioritise and adapt to changing circumstances
- Problem solving skills
- Understanding of contact centre processes
- Understanding of operational key objectives
- Knowledge transfer skills
- Working knowledge of:
o WFM applications
o WFO application
o Telephony suite
o Back Office Administration workflow
o Agent skill profiles
o Schedules and shrinkage management
o Schedule effectiveness
- Basic knowledge of:
o Employee lifecycle planning
o Seasonality – holidays, demand, supply
Additional Information
- 33 days annual leave, including bank holidays (pro rata)
- Annual bonus - profit share
- Refer a friend scheme, up to £1,000
- Employee discounts on esure products
- Opportunities for career progression
- Contributory Pension
- Life Assurance
- Employee Assistance Programme
In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance