Travel, Call Centre and Multilingual Recruitment Specialists in the UK
Real Time Analyst - Chorley / Hybrid
Contract length: Permanent
Working hours: Full time
Maximum salary: Up to £27,000
Additional benefits: plus excellent benefits
Keywords: real time analyst, workforce management, workforce manager
Introduction: We have a brand new opportunity for an experienced Real Time Analyst to join a multi-award winning travel organisation based in Chorley. The successful candidate will be responsible for monitoring of all queues and skill sets, adjusting call allocations driven by real-time trends, along with the monitoring of agents, ensuring adherence to their schedules.
Meta Title: Real Time Analyst Chorley Hybrid
Meta Description: We have a brand new opportunity for an experienced Real Time Analyst to join a multi-award winning travel organisation based in Chorley.
Description:
Previous experience in a similar role is essential for the position, along with good knowledge of Workforce Management tools. In return, our client can offer a competitive salary of up to £27k plus excellent benefits, so if this role is of interest to you, please contact us today for a confidential chat, or apply online.
Please note – this is a hybrid role with Tuesdays and Wednesdays in the office – core hours are Mon – Fri 8am – 5.30pm within one in six weekends.
Role of Real Time Analyst:
- Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance
- Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
- Reporting trends and feedback to R&P manager to improve call handling time and productivity of CC agents
- Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
- Manage advisor skill groups and balance resources to achieve target KPI’s
- Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels Help to identify skill set shortages for short-term training requirements
- Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI’s are achieved
- Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs
Skills require for the role:
- Good knowledge of Workforce Management tools
- An in-depth understanding of manual forecasting methods and formulas
- Strong communication, collaboration and influencing skills to work at all levels from senior management to agents
- Flexible and pro-active approach
If you’re interested in learning more about this Real Time Analyst role, please contact us for a confidential chat or press the apply online button now!
Sector: Call Centre,Leisure Travel
Locations: Lancashire,Preston