Real Time Analyst

Posted 6 April by Leicester Commercial Easy Apply
Real Time Analyst
Salary £23,000


The Role:

An exciting opportunity has arisen for a Real Time Analyst to join a market leader the role is to provide the relevant assistance and support to our customers and the daily management of customer complaints and enquires, ensuring they are resolved to the customer's satisfaction within a timely manner and according to company policies.

DUTIES:

" Creation and regular review of agent shift and break rotas for colleagues across two sites
" Creation of forecasts based on historical data and business projections
" Real-time management of service level across both sites
" Produce Management Information or analysis to support Team Leaders performance management and the wider business area
" Actively help to manage intra-day performance and adherence of colleagues in tandem with Team Leaders
" Support and make recommendations to wider leadership team in line with business requirements

ESSENTIAL SKILLS:

" Experienced and highly competent in Data Analysis
" Advanced excel skills. Particularly in formulas, calculations, pivot tables, vlookup, graphs and data manipulation
" Experience and working knowledge of Injixo Work Force Management system (or similar) essential
" Contact Centre background and familiarity with associated reporting requirements
" Highly organised, with a confident approach to meet daily deadlines, able to multitask and balance priorities
" Ability to present data to colleagues and management at all levels
" Strong ethos in working as a team

Reference: 34850653

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