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- Tasks: Manage real-time staffing and provide insights to optimise service levels.
- Company: FCA regulated life & pensions service provider with a focus on customer satisfaction.
- Benefits: Hybrid working, inclusive culture, and opportunities for professional growth.
- Why this job: Make an immediate impact on customer experience and service efficiency.
- Qualifications: Experience with workforce management tools and basic statistics.
- Other info: Join a diverse team that values respect and equality.
The predicted salary is between 30000 - 42000 £ per year.
A FCA regulated life & pensions service provider are seeking a dedicated professional to join the company, as a Real Time Analyst. They are looking for someone who will be responsible for Queue management, Intraday Reporting and Real-Time Insights; along with short-term forecasting, implementation and utilizing available resources to the best potential. This position is vital for maintaining service levels, customer satisfaction, and making immediate staffing adjustments.
Make real-time staffing adjustments to optimize service levels and reduce customer wait time. They are looking for candidates that also come with workforce management tools (such as Verint, NICE/Genesys, Active OPS or relevant WFM tool).
What you'll be doing
- Acting as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals.
- Maintaining Healthy (best in class industry standards) Utilization, Occupancy, Adherence & Intraday SLA Levels.
- Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
- Managing On phone and off phone activity.
- Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes.
- Providing Periodic reports - real time and historical containing performance data to support operations management in a customer service contact centre.
- Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre (including real-time, historical and future data points).
- Proactively developing partnership relationships with internal users anticipating and providing solutions to user needs.
- Completing deliverables accurately and on time.
- Keeping current on business changes to ensure real time program compliance.
What we're looking for
- Previous real time experience.
- Experience with Work Force Management tools, such as Verint, Nice, Genesys & Active OPS or other WFM tools.
- Skilled in Basic statistics, SQL, Erlang C.
- Experience with Workflow coordination.
Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
Real Time Analyst, Peterborough, Hybrid in Cambridge employer: Sanderson Recruitment
Contact Detail:
Sanderson Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst, Peterborough, Hybrid in Cambridge
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Real Time Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of workforce management tools like Verint and NICE. We want to see that you can hit the ground running, so show us you know your stuff!
✨Tip Number 3
Practice your real-time analysis skills! Use sample data to create reports and insights. This will not only boost your confidence but also give you concrete examples to discuss during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Real Time Analyst, Peterborough, Hybrid in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real Time Analyst role. Highlight your experience with workforce management tools and any relevant statistics skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention your real-time experience and any specific tools you've used.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, make sure to showcase your analytical skills in your application. Mention any experience you have with SQL or Erlang C, as these are key to the position.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Sanderson Recruitment
✨Know Your Tools
Familiarise yourself with workforce management tools like Verint, NICE, and Genesys. Be ready to discuss how you've used these tools in past roles, as this will show your practical experience and understanding of the job requirements.
✨Showcase Your Analytical Skills
Prepare to demonstrate your skills in basic statistics and SQL. You might be asked to analyse data or provide insights during the interview, so brush up on your analytical thinking and be ready to share examples of how you've used these skills in real-time scenarios.
✨Understand Queue Management
Research queue management strategies and be prepared to discuss how you would handle service level variations. Think about specific situations where you've had to make staffing adjustments and how you optimised service levels in those instances.
✨Build Relationships
Emphasise your ability to develop partnerships within a team. Share examples of how you've collaborated with colleagues to meet goals, as this role requires strong communication and teamwork to ensure optimal performance in a contact centre environment.