Real Time Analyst

Posted 11 December 2017 by HR GO Recruitment

The purpose of the real-time analyst role is to execute the contact centre scheduling and demand management plan each day. Working as part of a wider team of real time analysts you will influence the logistics of the contact centre in order to deliver service objectives. The role will also actively participate in escalation, contingency and recovery planning.

The role:

  • Amending staffing activities, shifts and skills to balance workloads
  • Influence service outcomes by directly supporting advisor's in meeting their personal telephony targets
  • Delivery of operational service KPI's including average handling time, volume, staff adherence and forecast accuracy across all contact centre channels
  • Activating contingency plans according to agreed protocol
  • Make recommendations to modify routing and improve service outcomes
  • Other duties as assigned by line manager

Experience, skills and knowledge

  • Computer literacy: Confident user of Microsoft Office Applications
  • An analytical mindset
  • High level of numeracy
  • Minimum 1 years experience in any contact centre role
  • Excellent communication skills both verbal and written

Immediate interviews available

Reference: 33999310

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