At a Glance
- Tasks: Lead a dynamic team to enhance customer service and optimise performance in real-time.
- Company: Join AXA Partners, a supportive and innovative organisation that values teamwork and diversity.
- Benefits: Competitive salary, generous holiday allowance, retail discounts, and wellness initiatives.
- Other info: Fast-paced environment with opportunities for growth and continuous improvement.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: 2+ years in a contact centre role with strong analytical and communication skills.
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.
About The Role
As a pivotal part of our Operations team, you will oversee a small but dynamic team responsible for monitoring and adjusting agent performance in real time. Your proactive approach will help us meet service targets, optimize resource utilization, and enhance customer satisfaction. Working closely with operational managers and workforce planners, you will ensure our contact centre runs efficiently and effectively.
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
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
- Dr@Hand
- Discounted Gym Membership
- Free Financial Education/Pension Seminars
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.
Real Time Analyst Supervisor in Redhill employer: AXA Partners
AXA Partners is an exceptional employer that prioritises employee growth and well-being in a vibrant and inclusive work culture. Located in Redhill, our contact centre offers competitive salaries, generous holiday allowances, and a range of benefits including retail discounts and wellness programmes, all while fostering teamwork and continuous improvement. Join us to make a meaningful impact in a supportive environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst Supervisor in Redhill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AXA Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AXA Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Real Time Analyst Supervisor in Redhill
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AXA Partners:Your cover letter is your chance to shine! Tell us why you want to work at AXA Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AXA Partners!
How to prepare for a job interview at AXA Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
