Real Time Analyst

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\”As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants.\” Alix Corden, Scheduling Manager, VitalityHealth

Published on 11 February 2025

Real Time Analyst

Hybrid remote in St. Neots PE19 8JH

Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.
We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose:
An exciting position has become available in the Planning and Development team to provide support to the Operations team with managing and monitoring the day. The Real Time Analyst will focus on ensuring effective utilisation of resources to provide best in class customer service in the most efficient manner. You’ll supervise the day in real time by providing intraday management and analysis of changes in customer contact behaviours and forecast variances to support the Operations team with their SLA targets.

The role will include but is not limited to:

1. Monitor all telephony queues in real time and ensure KPI goals are being met across opening hours of the Contact Centre.
2. Take control of the daily tactical plan, identify any potential issues and offer solutions to mitigate concerns.
3. Leverage appropriate operational tools and applications to deep dive into Demand (Volume/AHT) and Staffing impacts. Utilize data to identify root cause and recommend resolving actions.
4. Daily MI reporting on previous day’s performance and hold a daily meeting going over yesterday’s performance and expectations for today.
5. Maximise resource productivity by monitoring code usage, agent occupancy and managing off-phone activity.
6. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
7. Ensure stakeholders are kept up to date throughout the day regarding forecast accuracy, performance, hotspots, concerns and remedial actions taken.
8. Input intraday corrections and exceptions into systems for agent time off and absences.
9. Recognize abnormal scheduling or demand issues and escalate as necessary.
10. Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.
11. Provide assistance to the WFM and Operation’s team as needed.
12. Initiate and coordinate trouble tickets and escalate technical/systems issues as required following our escalation and RAG strategy.
13. Proactively complete and maintain personal SMART objectives throughout the year.

Candidate Profile:

1. Flexible and enthusiastic approach to work, with exceptional attention to detail.
2. A strong background of real time management within a Contact Centre environment.
3. Experience with reporting systems, WFM and VOIP Telephony platforms (ideally PowerBI, Verint and Puzzel).
4. Be a collaborative, team player building strong working relationships with the team and stakeholders of all levels.
5. Support team goals by contributing to the team’s success prioritising team outcomes and willing to assist others when challenges arise.
6. Comfortable managing their own workload, responsibilities and not shy away from challenging the status quo.
7. Strong observation skills, inquisitive and challenging; always looking to improve performance.
8. Excellent analytical and numerical skills, identifying trends and issues.
9. Ability to take ownership and solution orientated.
10. Be able to adapt to change efficiently and effectively.
11. Good communication skills to build effective relationships across all departments and levels.
12. Good knowledge of the Microsoft office suite, particularly advanced Excel skills.

The values you’ll stand by:

1. Be generous with your knowledge, knowledge is only powerful if you share it with others.
2. Bring integrity, listen first and then speak.
3. Embrace transformation, be brave – it’s easier to stick to what you know but we learn from our mistakes.
4. Have quality at the heart of what you do, always give your best and expect the same from others in return.

What we offer you:

1. Learning Hub: Enjoy flexible learning with access to a variety of in-house training programs tailored to your professional needs.
2. Employee Assistance Program (EAP): Access professional support for mental well-being through our EAP system.
3. Monthly Products: Receive three complimentary Lifeplus nutritional and personal care products each month to support your well-being.
4. Exclusive Discounts: Benefit from special discounts at leading brands and retailers.
5. Mental Health First Aiders: Receive support from trained Mental Health First Aiders within the workplace.
6. Pension Scheme: Secure your future with our contributory pension scheme, offering up to 6% contributions.
7. Holiday Flexibility: Gain the freedom to buy or sell holiday days to suit your needs.
8. Gym Membership Savings: Stay fit with discounts on gym memberships.
9. Health and Wellness: Take advantage of our contributory hospital and health cash plan.
10. Cycle2Work Scheme: Promote a healthy lifestyle and reduce your carbon footprint with our Cycle2Work scheme.
11. Eye Care Vouchers: Keep your vision sharp with our eye care vouchers.
12. Life Assurance: Enjoy peace of mind with our comprehensive life assurance plan.

Additional offerings:

1. Complimentary tea and coffee to keep you refreshed throughout the day.
2. Enjoy fresh fruit, readily available within our breakout spaces.
3. Access to Lifeplus products as needed, supporting your personal wellness.
4. Experience the flexibility of our hybrid working model, with only one day per month required in the office.
5. Annual social event to connect and celebrate with colleagues at our social get-together, fostering a sense of community and fun.

Hours and Days:
Monday – Friday 37.5 hours between the hours of 07:00 – 20:00 made up of a rotational shift pattern 07:00-15:15 and 11:45-20:00.

Location:
Lifeplus House, Little End Road, St Neots, PE19 8JH.

The responsibilities and attributes listed above are indicative; they are not exhaustive and are not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
Please note: The successful applicant will be required to undertake a criminal record check.
Please advise us in advance if you have any special requirements if you are asked to attend an interview.

1. Company pension
2. Cycle to work scheme
3. Enhanced maternity leave
4. Free parking
5. On-site parking
6. Referral programme
7. Work from home

Schedule:
Monday to Friday (Hybrid 1 day per week in office).

Ability to commute/relocate:
St. Neots PE19 8JH: reliably commute or plan to relocate before starting work (required).

Experience:

1. Real Time Management within a Contact Centre: 1 year (required).
2. Reporting Systems, WFM, VOIP Telephony Platforms: 1 year (required).

Work Location: Hybrid remote in St. Neots PE19 8JH.

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