Real Time Analyst

Real Time Analyst - Haywards Heath, West Sussex

Salary: £24,228 Plus Benefits

This Real Time Analyst vacancy is based in Haywards Heath, West Sussex but may well suit relevant candidates living in any nearby locations in West Sussex, East Sussex and parts of South East London and Surrey.

First Central Insurance Management Ltd is part of an international Group that sells motor insurance products to UK customers and this is a rare opportunity to be part of our success as we grow, so if the above excites you and you have the qualifying criteria make sure you apply below today for the chance of an early interview!

Due to rapid growth First Central Insurance Management are on the hunt for a talented Real Time Analyst to join their busy Contact Centre.

The successful candidate will be subject matter expert and 'go to' point for the business about all real time matters relating to allocated business lines and will need to produce accurate and timely reports, logs and trackers. The reputation of the Resource Planning team will be influenced through the delivery of this key role, providing and implementing solutions to challenges that the business may have.

Real Time Analyst Job Responsibilities:

• Forecast potential problems throughout the day and in the medium term with help of the planning tools. Take appropriate steps to mitigate identified service problems. Escalate any identified serious impacts on future customer response times
• Book off phone work for all monthly meetings, 121 and coaching sessions
• Understand the annual leave challenges, and identify times / day where we can offer more time off
• Monitor phone queues in real time and move colleagues onto phone work during busy times so that service levels are consistently met. Drive contingency solutions and process improvement to optimise supply of resource vs. Customer demand
• Have a full understanding of the QFM scheduling system in place
• Ensure employees adhere to the shift rotations they have been allocated and make process recommendations to improve
• Gather workload information from e-mail inboxes, phone statistics, WFM system and other transactional sources in order to plan daily requirements
• Analyse real time performance data and deliver outcomes to the operation to support decision making
• Building positive relationships based on mutual respect with customers and suppliers alike
• Ensuring business wide confidence in workforce management information
• Pro-active analysis and recommendations made of required changes to support the evolving demand patterns
• Provide reporting on hours lost through non adherence (working alongside MI)
• Ensure contingency for role exists
• Liaise with Scheduling area to ensure the staffing levels are at the most optimal
• Liaise with the supervisor population to promote understanding of factors impacting GOS
• Use PPF where possible to ensure that skill sets are maintained

Real Time Analyst Knowledge and Experience:

• Experience of working in large multi-skilled call centre environments
• Use of WFM and telephony reporting
• Prior knowledge of real time / scheduling
• Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
• Load balancing and blending of call centre resource across product lines and call centres
• Analytical and logical thinker with the ability to apply creative solutions to resource constraints
• Proactive and able to work on own initiative
• MS office including Advanced excel and database skills
• Stakeholder management

So if you are have all the right skills we are looking for to carry out this role then make sure you apply today