At a Glance
- Tasks: Monitor real-time call volumes and staffing to ensure top-notch customer service.
- Company: Join the Money and Pensions Service, a dynamic organisation making a positive impact.
- Benefits: Enjoy 30 days annual leave, a generous pension scheme, and flexible working options.
- Other info: Inclusive workplace with diverse colleague networks and excellent career growth opportunities.
- Why this job: Be part of a team that transforms lives while developing your career in a supportive environment.
- Qualifications: Experience in contact centres and strong Excel skills are essential.
The predicted salary is between 40000 - 52000 £ per year.
We are seeking a Real Time Analyst to play a crucial role within our contact centre operations. This position is key to monitoring and analysing real-time contact volumes and staffing levels, ensuring that customer service targets are consistently met. The Real Time Analyst will work closely with the Workforce Manager and alongside a team of shift supervisors and planners, contributing significantly to the efficiency and effectiveness of our customer service operations.
You will be responsible for:
- Monitoring real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Adjusting intraday forecasts based on actual volume and staffing levels to optimise resource allocation and operational efficiency.
- Coordinating with the Operational Planning team to implement schedule adjustments and ensure effective communication across teams and shifts.
- Analysing real-time contact centre performance data to identify trends, anomalies, or issues affecting customer service delivery.
- Liaising with Supervisors and the Workforce Planning Manager to relay real-time insights and recommend immediate actions to address service level risks.
- Managing real-time escalation processes to address high volume or crisis situations, ensuring minimal impact on service quality.
- Acting as a point of contact for external service providers to ensure collaboration across resources.
- Documenting and reporting on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.
- Maintaining impact and escalation logs, recording issues impacting shrinkage and utilisation metrics.
- Ensuring that appointments start on time and are reallocated as necessary, working with the supervisor team to address customer issues promptly.
- Escalating issues to the Workforce Manager as needed and monitoring the absence line with supervisors to ensure continuous service.
To excel in this role, you will need to demonstrate:
- Recent experience working within a contact centre or omni-channel customer service environment, in a Real Time or Tactical Planning role.
- Proficiency with workforce management technology (e.g., Genesys Cloud, Verint, NICE IEX) and methodologies.
- Strong understanding of Call Centre metrics and their impact on operations.
- Proven ability to identify and implement workable improvements to enhance customer and adviser experience.
- Experience in re-planning and scheduling based on real-time operational requirements, net staffing, and benefits.
- Advanced Excel skills, including pivot tables, lookups (VLOOKUP/XLOOKUP), and data analysis.
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.
At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other.
Our Inclusive Working Environment: By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds.
What We Offer:
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
- Interest-free loan for season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye tests & flu jabs
- Life assurance scheme
- Give as you earn scheme
- Employee assistance programme (EAP)
- PAM Assist and PAM Life scheme (Wellbeing)
- Enhanced family and sick pay
- Paid volunteering (2 days a year)
- Recognition Scheme
- Discounts portal to numerous retailers
Flexible Working: At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per month.
Career Development: In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues.
Selection Process: Please submit your CV and a covering letter explaining why you are applying for the role and how your skills and experience make you a strong match.
Real Time Analyst in Bedford employer: Money and Pensions Service
The Money and Pensions Service (MaPS) is an exceptional employer located in Bedford, offering a supportive and inclusive work environment that prioritises employee wellbeing and development. With generous benefits such as 30 days of annual leave, a robust pension scheme, and flexible working arrangements, MaPS fosters a culture of caring, connecting, and transforming lives, making it an ideal place for those seeking meaningful and rewarding employment in the public sector.
Contact Details:
Money and Pensions Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst in Bedford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Money and Pensions Service. 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 Money and Pensions Service 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 in Bedford
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 Money and Pensions Service:Your cover letter is your chance to shine! Tell us why you want to work at Money and Pensions Service 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 Money and Pensions Service!
How to prepare for a job interview at Money and Pensions Service
✨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.
