Job Description
Job Reference:P46167LF_1699979124
Job Type: Permanent
Job Industry: Business Services
Contact Name: Lucy Fulton
Job Location: Greater-manchester
Job Title: Real Time Analyst
Job Salary: £28,000 - £32,000 Per Annum
Posted On:
Portfolio are proud to be representing our client, a market leading, award winning, professional services provider in their search for a Real Time Analyst . We are looking for a strong Analyst with previous experience of planning within a call centre. You will be monitoring performance of the teams call times, wait times etc They do not use a WFP Tool so you will also need to be proficient in Microsoft Excel, reading and understanding reports. Good communication, listening skills and ability to follow instruction is a must for this role! If you are looking for a new challenge and feel you are the right fit, apply today and we’ll be in touch!
The role requires you to work closely with the Resource Planner and Forecasting Lead, in ensuring that a high standard of service provision is maintained, including adhering to all contractual service level agreements. You will be responsible for the day to day running of the EAP helpline and working with a dynamic planning team. You will be at the forefront of a fast paced and ever-changing environment and provide accurate real time information to ensure overall operational efficiency.
Day To Day Responsibilities
* Monitoring of daily call flows to ensure SLAs are maintained
* Daily monitoring of all digital platforms to ensure overall efficiency and SLA achieved
* Monitoring of counsellor and advisory work modes throughout the day to ensure
* adherence and accuracy
* Raising any concerns with work mode usage with relevant managers
* Monitoring of idle and busy time in each team across the department to ensure
* availability is maintained and abandoned calls remain less than 1%
* To monitor and ensure that outbound workload is completed within in the agreed SLA
* To ensure the rota is up to date at all times
* To input all absences into Select HR and update the rota accordingly
* Updating of the live rota and schedule throughout the day including regular error
* checking
* Produce weekly work mode usage report and distribute
* Review lunch time distribution as and when required to ensure optimum operational
* efficiency
* To play a part in a contingency plan for when the department idle space drops to 0 with
* clear instructions to the wider team
* Health Assured – JD Real Time Analyst – v2 Nov 2023 – Company Confidential ©
* To provide support to the team of Workforce Planning Admins with any issues/queries
* they have
* To assist in training and coaching all new starters within the Workforce Planning team
* To monitor and review advisor and counsellor performance daily and provide a detailed
* report to the Operations Manager and Head of Counselling. In your absence, the
* necessary measures should be put in place to ensure that this report is actioned
* Identify opportunities to improve our customer experience and reduce customer
* service issues such as lost calls, unavailable and similar.
* Partner with IT telecoms and Business Intelligence teams on telecoms requirements
* and technical issues, including monitoring and recording of IT issues
What You Bring To The Team
* Experience in planning within a contact centre environment
* Knowledge of call centre-specific applications including telephony systems and CRMs
* Advanced Microsoft Excel skills
* Energy and teamwork
* Communication
* Attention to detail and ability to both multi-task and prioritise work
Benefits
* 25 days’ holiday, plus bank holidays
* Day off on your birthday
* Cash plan for you (and your children, if any)
* Holidays increase after 2- and 5-years’ service.
* Contractual sick pay
* Private medical insurance after 5 years’ service
* Pension Plan and Life Insurance
* Pension plan contributions increase after 5- and 7-years’ service
* Holiday season bonus after 3 years’ service
* Profit Share Scheme
* Season Ticket loan scheme
* Cycle to work scheme
* Access to Employee Assistance Programme
* Free breakfast every Monday and social sessions on the last Friday of the month with
* free food and drink – we call this Fab Friday’!
* Company incentives, access to discount schemes
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