Real Time Analyst

We are looking for a Real Time Analyst M/F to join our AXA Partners Operations Department (3 days per week at Redhill's office). The role of Real-Time Analyst helps to deliver outstanding customer experiences, by taking proactive, data-driven actions. This dynamic role involves overseeing agent performance across the department in a fast-paced environment. You will utilise real-time performance dashboards to monitor activities, ensure adherence to schedules, and maintain service levels. The position requires the ability to swiftly react to changing demands by balancing agents, skills, and workloads to ensure consistent availability and operational efficiency. You will work closely with Operational Managers to coordinate efforts and elevate potential challenges promptly to support seamless service delivery.

What you'll be doing:

• Responsible for real time analysis and actions across our 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.
• Proactively challenging agent working activities to better meet department targets.
• 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 Workforce 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.
• 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 of 2 years in a similar role.
• Ability to analyze, present, and manage information accurately.
• Experience in managing service levels and targets in a contact center.
• Customer-focused with strong verbal and written communication skills.
• Excellent organizational, prioritization, and time management abilities.
• Proficient with IT tools, including call, workforce management software, and Microsoft Office.
• Knowledge of WFM systems and telephony is a plus.
• Proactive, autonomous, and capable of challenging and improving processes.
• Adaptable to a fast-paced, demanding environment.
• Positive attitude with attention to detail and a drive for excellence.

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.
• 25 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.
• Free Financial Education/Pension Seminars.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.

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).