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For Companies At a Glance
- Tasks: Monitor schedules and ensure optimal staffing for customer support.
- Company: Join loveholidays, a leader in making travel accessible and enjoyable for everyone.
- Benefits: Enjoy flexible working options and a vibrant team culture.
- Why this job: Be part of a mission-driven team that values customer experience and innovation.
- Qualifications: Strong analytical skills and experience with WFM software are essential.
- Other info: Engage in a dynamic interview process showcasing your technical abilities.
The predicted salary is between 36000 - 60000 £ per year.
At loveholidays, we’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - The smart way to get away.
The impact you’ll have:
Reporting to the WFM Manager, the Real Time Analysts will carry full responsibility for pulling together daily operational plans, issuing customer and colleague centric schedules and executing the plan by making tactical in day decisions to ensure our customers are able to speak with us when they need to.
Your day-to-day:
- Monitoring WFM software to ensure we have the right people in the right place at the right time to help our customers.
- Liaising with our offshore partners to deliver the required resource levels.
- Managing and issuing schedules to our colleagues.
- Working with forecasting to interpret the latest demand and develop solutions to optimise service levels.
- Making in day decisions to move available resources around to achieve balanced service levels across all channels/areas.
Strong experience working with Google Sheets or similar (MS Excel).
Recent exposure to working within a call centre environment.
Excellent numeracy/analytical skills.
Past experience working with WFM software (AVAYA, Verint, Injixo, Calbrio etc).
Experience delivering front office and back office service levels.
The interview journey:
- Talent Acquisition Partner screening - 30 mins.
- 1st stage with Hiring Manager and Head of CX Commercial - 45 mins.
- Final stage - Spreadsheet exercise to demonstrate technical skills - 30 mins.
Real Time Analyst employer: loveholidays
Contact Detail:
loveholidays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst
✨Tip Number 1
Familiarise yourself with the specific WFM software mentioned in the job description, such as AVAYA or Verint. Having hands-on experience or even completing online tutorials can give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your analytical skills by practising with Google Sheets or MS Excel. Create sample schedules or analyse hypothetical data to demonstrate your ability to manage resources effectively during the technical exercise.
✨Tip Number 3
Prepare for the interview by understanding the key metrics used in call centre environments. Being able to discuss how you would optimise service levels based on these metrics will show your potential employer that you are proactive and knowledgeable.
✨Tip Number 4
Network with current or former employees of loveholidays on platforms like LinkedIn. Gaining insights into the company culture and expectations can help you tailor your responses during the interview and make a lasting impression.
We think you need these skills to ace Real Time Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Real Time Analyst at loveholidays. Familiarise yourself with their mission and how this role contributes to customer satisfaction.
Tailor Your CV: Highlight your experience with WFM software and any relevant call centre experience in your CV. Use specific examples that demonstrate your analytical skills and ability to manage schedules effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the travel industry and your understanding of loveholidays' mission. Mention how your skills align with the requirements of the Real Time Analyst position.
Prepare for the Interview Process: Anticipate questions related to your experience with Google Sheets and WFM software. Be ready to discuss how you've handled scheduling and resource management in previous roles.
How to prepare for a job interview at loveholidays
✨Know Your WFM Software
Familiarise yourself with the specific WFM software mentioned in the job description, such as AVAYA or Verint. Be prepared to discuss your experience with these tools and how you've used them to optimise service levels in previous roles.
✨Demonstrate Analytical Skills
Since the role requires strong numeracy and analytical skills, be ready to showcase examples of how you've used data to make informed decisions. Think of scenarios where your analytical abilities directly impacted service levels or operational efficiency.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to make tactical decisions in real-time. Prepare for hypothetical scenarios where you might need to adjust schedules or resources based on fluctuating demand, and think through your decision-making process.
✨Showcase Team Collaboration
As the role involves liaising with offshore partners and managing schedules for colleagues, highlight your teamwork and communication skills. Share examples of how you've successfully collaborated with others to achieve common goals in a fast-paced environment.
