Real Time Analyst

Longreach Recruitment are hiring a contact centre Real Time Analyst for a high growth, award winning organisation expanding their WFM / Resource Planning team for their rapidly growing customer operations function located in South Wales.

The Real Time team are tasked with ensuring the appropriately skilled resource is available to meet the forecasted customer demand within a multi-channel contact environment – prior experience as a Real Time or Intraday Analyst is essential.

Offered as hybrid working ( one to two days onsite in Cardiff with the rest from home) the team cover a variety of Mon – Fri shift patterns and work 1:6 weekends with time off in lieu

This is a permanent position paying £30’000 ~ £32’000 + Broad Benefits Package

Key Role Purpose & Responsibilities of the Real Time Planning Analyst include.

The Real Time Planner will be focused on ensuring effective utilisation of Advisor resource to provide best in class customer service in the most efficient manner . You’ll manage and protect Service Level targets by providing first class intraday management and analysis of customer contact behaviour, forecast variances and manage on the day and short-term schedule changes and shift slides.

What Have You Done Before? What Do You Need to Demonstrate?

Interested applicants will have experience of contact centre real time & intraday performance management, good working knowledge of a WFM tool and experience of creating and presenting performance reports and dashboards.

In addition to the relevant experience & tech’ skills, you’ll be a high energy ‘achiever’ who thrives in a change embracing environment where you’re able to make a tangible contribution to developing the Real Time processes.

Key Skills & Experience Will Include

* Real Time Management within a multi-channel contact centre (voice /social media / LiveChat)

* Experience with WFM tools and, ideally, intermediate level Excel abilities.

* Experience of driving operational contact centre performance & managing adherence

* Updating and optimising Schedules in both real time and short-term

* First class communication, stakeholder engagement and relationship management abilities

Please register your interest in the Real Time Analyst position by applying as directed.

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Data Analytics, and Customer Communication Technologies