Real Time Analyst

Zenith People are looking to recruit an experienced Real Time Analyst, to cover maternity on a fixed term contract for up to 10months. The purpose of the role is to ensure that all campaign lines are set up and maintained as in accordance with campaign requirements. As a key member of the workforce management team you will be responsible for working with the Forecasting and Planning Manager and the CS Team Leaders to optimise contact centre performance across the hours of operation. You will be required to monitor real time call and work volumes and maintain service level agreements across Customer Services, taking remedial action where appropriate. The role holder will be expected to provide summary reports on SLA performance to the CS Director and Forecast and Planning Manager.

Main Duties:

• Liaising with key stakeholders to obtain and set up phone numbers for campaigns
• Working with the PM team and CS to agree and set up IVR's for all telephone lines
• Monitoring the effectiveness of IVRs, escalating issues in a timely manner, recommending remedial actions where necessary
• Responsible for the campaign closure process from a telephony perspective (taking proactive action to minimise unnecessary cost to the business)
• Act as a first point of contact between the CS team and telephony provider(s) to resolve queries and issues
• Responsible for telephony ring group management, ensuring that any issues that may impact SLAs are flagged for escalation in a timely manner
• Responsible the managing IVR messaging for out of hours
• Actioning both regular and ad-hoc reporting requests, providing narrative and suggestions for improvement where required
• Exporting of PowerBI data to aid with daily allocation of front-line workload, making decisions on priority order in line with SLA adherence.
• Working with the operations team to manage service levels across claim processing, call flows and email, taking action to maintain target service levels as directed by the Forecast and Planning Manager
• Coordinating appropriate staffing allocation and availability of staff across all ring groups to achieve service level objectives
• Review and analyse management information to make suggestions and recommendations to improve scheduling and service level achievement (not exhaustive)
• Review gaps in coverage and proactively suggest solutions to the CS management team
• Schedule off phone activities such as training, team meetings, breaks and lunches at the most appropriate times to ensure service level coverage
• Ensures adherence to agent schedules to optimise the balance of employee engagement and customer service performance
• Monitors real time adherence and highlights non-adherence to Team Managers and Forecast and Planning Manager where appropriate
• Review and manage holiday requests for the delivery teams. Making decisions on approval/rejections of holiday requests in line with agreed tolerance levels as directed by the Forecast and Planning Manager. Highlighting any exceptions where required
• Attends daily planning sessions, provides updates, facilitating real time discussions.
• Collating potential reasons for forecast inaccuracy and providing feedback to the Forecast and Planning Manager
• Documenting processes within own area.
• Oversees the management of shift changes and flexible working requests.
• Responsible for producing weekly/monthly/ad-hoc reporting

Skills and experience:

• Good working knowledge of telephony platforms (essential) and workforce management tools
• Strong analytical skills with the ability to assimilate and interpret data to understand issues.
• Ability to work under pressure, manage your time effectively and work on your own initiative.
• Ability to make quick decisions with limited information and react to changes (essential)
• A high level of numeracy
• Good literacy skills
• Strong planning and organisational skills with attention to detail
• Knowledge of contact centre planning techniques
• Previous experience of contact centre scheduling
• Ability to manage and prioritise high workloads.
• Ability to build and maintain relationships.
• Ability to maintain composure in high pressure situations and communicate clearly at all levels.
• Advanced knowledge of Microsoft Excel (essential) and PowerPoint
• Proficient knowledge of Microsoft Word