At a Glance
- Tasks: Lead a team of analysts to ensure top-notch customer service in a dynamic contact centre.
- Company: Join AXA Partners, a global leader in assistance solutions and insurance.
- Benefits: Competitive salary, generous holiday allowance, retail discounts, and wellness initiatives.
- Other info: Be part of a company that plants a tree for every new recruit!
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: 2+ years in a similar role, strong analytical and communication skills required.
The predicted salary is between 40000 - 40000 £ per year.
Are you passionate about delivering exceptional customer experiences and thriving in a fast-paced environment? AXA Partners is looking for a dedicated Real-Time Analyst Supervisor to lead our team in ensuring seamless service delivery at our Redhill contact centre. This is your chance to make a real difference in a supportive, innovative organization that values teamwork, continuous improvement, and diversity.
What you'll be doing
- Leadership and Team Support: Supervise a small team of Real Time Analysts, providing guidance, coaching, and development. Schedule team members to match call demand, ensuring optimal coverage. Motivate and support team members to achieve individual and team goals. Track team performance and provide feedback and coaching as needed.
- Operational Monitoring and Adjustment: Monitor call volumes and agent activity in real time using dashboards and management tools. Identify and address gaps in staffing or scheduling to meet service levels. Make quick, informed decisions to balance workload, skills, and agent availability. Support operational managers by providing timely insights and solutions for any emerging challenges.
- Performance Analysis and Reporting: Analyze short-term trends and their impact on service levels. Recommend and implement adjustments to improve efficiency and customer experience. Document processes and procedures to ensure smooth operations during absences or staffing changes. Support continuous improvement initiatives by providing performance insights.
- Collaboration and Communication: Work closely with Workforce Planning and Operations teams to adapt staffing plans to changing demands. Keep managers informed of issues, progress, and opportunities for improvement. Foster clear communication within the team and across departments.
What you’ll bring
- Minimum 2 years of experience in a similar role within a contact centre or operations environment.
- Proven ability to manage and support a small team.
- Strong analytical skills with the ability to interpret management data and trends.
- Excellent communication skills, both verbal and written.
- Skilled in using workforce management and telephony systems; experience with WFM tools is a plus.
- Customer-focused mindset with a problem-solving attitude.
- Highly organized, with the ability to prioritize and meet deadlines.
- Comfortable working in a fast-paced, dynamic environment.
- Tech-savvy with good IT skills, including Microsoft Office.
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 up to £40,000 depending on experience.
- 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.
- 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, experts at designing 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).
Real Time Analyst Supervisor in Redhill employer: AXA Group
AXA Partners is an exceptional employer that prioritises employee growth and well-being in a dynamic and supportive work environment. Located in Redhill, our contact centre fosters a culture of teamwork and innovation, offering competitive salaries, generous leave entitlements, and unique benefits such as retail discounts and a company share scheme. Join us to make a meaningful impact while enjoying opportunities for professional development and contributing to our commitment to sustainability.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst Supervisor in Redhill
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on AXA Partners. Check out their values and recent news. This will help you connect your experiences to what they care about, showing them you're a great fit.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your past experiences align with the role of Real Time Analyst Supervisor. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss specific examples where you've used data to make decisions or improve processes. This is key for the role, so highlight your successes and how they benefited your team.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Real Time Analyst Supervisor in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership abilities and any relevant contact centre experience to show us you're the right fit for the Real Time Analyst Supervisor role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about delivering exceptional customer experiences. Share specific examples of how you've motivated teams or improved service delivery in previous roles to grab our attention.
Show Off Your Analytical Skills:Since this role involves performance analysis, be sure to mention any experience you have with data interpretation and reporting. We want to see how you've used analytics to drive improvements in your past positions.
Apply Through Our Website:Don't forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to create a profile that we can refer back to during the hiring process.
How to prepare for a job interview at AXA Group
✨Know Your Numbers
As a Real Time Analyst Supervisor, you'll need to be comfortable with data. Brush up on your analytical skills and be ready to discuss how you've used data to make decisions in the past. Familiarise yourself with key metrics relevant to call centres, as this will show your understanding of the role.
✨Showcase Your Leadership Style
Prepare to talk about your experience in leading teams. Think of specific examples where you motivated team members or improved performance. Highlight your coaching techniques and how you adapt your leadership style to different situations – this will resonate well with the interviewers.
✨Demonstrate Problem-Solving Skills
Expect questions that assess your problem-solving abilities. Prepare scenarios where you identified issues in staffing or scheduling and how you addressed them. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Communicate Clearly
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely. Be prepared to discuss how you foster communication within your team and across departments, as collaboration is crucial for success in a fast-paced environment like AXA Partners.
