Real Time Analyst

  • Location
    Corby, Northamptonshire
  • Job type
  • Industry
    Sales and Retail
  • External Reference

We have an exciting opportunity for an experienced real-time analyst to join a forward-thinking company in Corby.

As a Real-time coordinator, you will actively support a busy contact centre operation on a daily basis ensuring that they are provided with the most effective scheduling solutions.

Main Duties and Responsibilities

  • In line with operational needs and the client's workforce vision, you will help monitor long term and future events and maintain the schedules to optimal customer service delivery.

  • You will be able to proficiently analyse call volume and flow, and liaise with the Call Centre Managers and Resource Planning team to deliver sensible and innovative solutions.

  • You will be analysing, monitoring and reacting to real-time staffing levels and call volumes, busy lines, production issues and the optimisation of skill sets to avoid development of call queues and raise any issues to the Management team.

  • You will need to communicate with key stakeholders and agents to ensure schedule adherence and correct entry of sickness, lateness and AWOL.

  • You will also be required to liaise regularly with Resource Planning to deliver effective solutions and creative, innovative scheduling to meet the demands of our changing workforce.

  • This role will require a mix of working from home and working form the office in Corby.

  • Ensure that optimum service levels are achieved within the core skills group 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-line exceptions.

  • Variance reporting to team managers, to enable them to make timely decisions about planned offline activities and outages.

  • Maintaining positive relationships with internal departments to ensure that joint goals are met.

  • Ensure agents are logging in and out in a timely manner and highlighting issues where appropriate.

  • Monitoring call levels on internal systems.

  • Ensure appropriate phone-based skill changes are actioned as required.

  • Work under pressure and to tight deadlines with minimal supervision.

  • To support peers with workloads and work as a virtual Working from home team.

  • Proactively manage service level by restricting agent offline time when appropriate.

  • To work with Resource Planning and Contact Centre Management to assist with managing customer demand and expectations to ultimately deliver exceptional customer service.

Experience, skills and knowledge required for the role

  • Previous experience of Real-time, Workforce Management or Resource Planning, within a contact/call centre environment is essential.

  • Very good analytical skills.

  • Ability to work independently on a frequent basis.

  • Self-motivated and flexible in working hours according to workloads.

  • Extremely accurate in the entering and presenting of data.

  • Excellent verbal, written communication and influencing skills.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Please apply with your CV to: Claire Rumsey