Real Time Analyst in London

AXA Partners is seeking to fill the position of Real-Time Analyst to help deliver outstanding customer experiences through proactive, data-driven decision making. This is a fast-paced role, monitoring real-time performance dashboards, adherence to schedules and using data to protect and optimise service levels.

What you'll be doing

• Responsible for real-time analysis across Home, Motor and Travel business lines.
• Analysing and assessing gaps in hours required to give adequate cover to answer calls and achieve service levels.
• Providing and analysing short-term trends and service level impact from deviations to plan on hours.
• Recommending changes to management to achieve service levels on the hours being fielded (e.g. in-shift hour changes, overtime requirements etc).
• Working closely with Operational Planning manager and planning team to support in the adjustment of short-term forecasts and staffing plans as volumes change.
• Clearly document the processes and procedures for the smooth operation of this role to aid other team members when covering for annual leave, sickness etc.
• Design, deliver and review a suite of accurate reports in collaboration with all interested stakeholders on a real-time daily and ad-hoc basis, in line with operational need.
• Working closely with the Operational management to quickly and accurately identify deviation from the expected plan, and to propose solutions for consideration.

What you'll bring

• Minimum 2 years demonstrable experience in a Socket role.
• Experience of understanding and delivering complex and accurate management information in a clear, logical manner.
• Customer-focused mindset as well as being a problem solver.
• Great planning and organisational skills, with a track record of meeting deadlines.
• Good IT knowledge including call and workforce management software, Microsoft office skills and telephony systems e.g. QMAX.
• Excellent understanding of how processes, performance and systems impact on customers.
• Highly motivated individual with a positive attitude who can work with minimal guidance.
• Strong organisation, prioritisation, time management and multitasking abilities.
• Comfortable working in a fast-paced environment.
• Prepared to challenge processes and working practices at all levels for the good of the business.
• Knowledge of Contact Centres and back-office dynamics.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer

• Competitive Salary.
• 22 days rising to a maximum of 27 days (based on a 5 day week).
• Retail Discounts.
• Company Shareplan /Scheme & Loan.
• Cycle2Work Scheme.
• Discounted Home Insurance.
• Employee Assistance Scheme.
• Discounted Gym Membership.
• Thrive (free mental health app).
• Free Financial Education/Pension Seminars.

To apply, click on the 'apply' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa.

We're AXA Partners, designers and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract).