Real Time Analyst in Redhill

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.

Qualifications:

• Minimum 2 years demonstrable experience in a similar 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 and customer segments.
• 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.

At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

Benefits:

• 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.
• Dr@Hand.
• Discounted Gym Membership.
• Thrive (free mental health app).
• Free Financial Education/Pension Seminars.