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.

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

• 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

• 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