Real Time Analyst - 9 month FTC

  • 19 Cadogan St, Glasgow G2 6QQ, UK
  • Full-time
  • Salary: Competitive
  • Department: Operations
  • Working Hours: 35

Job Description

esure has a fantastic opportunity for a Real Time Analyst to join the Resource Planning department for a 9 month fixed term contract.

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
  • Produce and adjust intra-day forecast
  • Operate with a high degree of accuracy for all outputs (including hourly updates and end of day updates)
  • Receive Specialist sickness / absence/ exception updates from Team Leaders and Service Delivery Analysts 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 and Verint WFM
  • Re-optimisation of near-term schedules within agreed handover window to drive best customer service outcomes and schedule effectiveness
  • 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
  • Produce, review and adjust intra-day forecast as “actual” data becomes available. Communicate movement versus plan to stakeholders
  • 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
  • Liaise with IT services regarding real time telephony and systems issues and provide financial impact where appropriate

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 operational key objectives 
  • Call Centre Telephony network administration experience preferable
  • Strong MS Office skillset (specifically Excel)
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