Overview
Position Summary
: As a Real-Time Analyst, you will play a critical role in optimizing our contact centre's operational efficiency by monitoring and managing real-time activities.
, driving Schedule Adherence and Conformance.
You will be responsible for ensuring that our service level agreements are met, while also maintaining a productive and motivated team.
Key Tasks/Responsibilities
Work Closely with the WFM Analyst SME resource to effectively plan, and resource to Customer resourcing demands
Production of daily and weekly operational plans, flagging any operational pressure points and taking corrective action where necessary
Monitoring & amending colleague schedules to ensure that all activities are planned appropriately, and Schedules are geared to improving SLA's ( In Week/ Future Outlook)
Management of the telephony queues, reprioritising skills where necessary to ensure consistent performance across all call types
Capturing any exceptions to daily operational plans and feeding back to the management and/or Workforce planning team as and when required
Influencing all colleagues to reduce instances of non-adherence, leading with emotional intelligence and a coaching style / approach
Real Time decision making to ensure colleague operational focus areas are matched to customer demand
Liaising with all front-line colleagues on a real time basis to provide support / direction and ensure adherence to individual colleague schedules
Work collaboratively with the leadership team to ensure resource is allocated appropriately
Produce (day-by-day and week-by-week) analysis of operational delivery, with recommendations for change and improvement
What are we looking for?
Good Analytical Skills
Skills in using a Workforce Management tool (2 years) preferred ( Willingness and adaptability learning new systems and tools) for relevant Real Time Monitoring necessary.
Good working knowledge of contact centre Telephony for performance reporting / monitoring
Well-developed stakeholder management skills
Knowledge of core contact centre performance metrics
Real Time and Scheduling experience is desirable but not essential
Strong organisational and multi-tasking abilities
If you are a results-driven individual with a passion for real-time management and a commitment to delivering exceptional customer service, we encourage you to apply and be part of our team.
Minimum Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy
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