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

• 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)