OverviewPosition 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/ResponsibilitiesWork Closely with the WFM Analyst SME resource to effectively plan, and resource to Customer resourcing demandsProduction of daily and weekly operational plans, flagging any operational pressure points and taking corrective action where necessaryMonitoring & 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 typesCapturing any exceptions to daily operational plans and feeding back to the management and/or Workforce planning team as and when requiredInfluencing all colleagues to reduce instances of non-adherence, leading with emotional intelligence and a coaching style / approachReal Time decision making to ensure colleague operational focus areas are matched to customer demandLiaising with all front-line colleagues on a real time basis to provide support / direction and ensure adherence to individual colleague schedulesWork collaboratively with the leadership team to ensure resource is allocated appropriatelyProduce (day-by-day and week-by-week) analysis of operational delivery, with recommendations for change and improvementWhat are we looking for?Good Analytical SkillsSkills 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 / monitoringWell-developed stakeholder management skillsKnowledge of core contact centre performance metricsReal Time and Scheduling experience is desirable but not essentialStrong organisational and multi-tasking abilitiesIf 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 SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData Literacy
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