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- Tasks: Manage queues, provide real-time insights, and optimise staffing for customer satisfaction.
- Company: FCA regulated life & pensions service provider with a focus on teamwork.
- Benefits: Hybrid working, competitive salary, and a commitment to diversity and inclusion.
- Why this job: Make an immediate impact on service levels and customer experience in a dynamic environment.
- Qualifications: Experience with workforce management tools and real-time analysis skills.
- 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 utilising 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 optimise 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) utilisation, 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 utilisation 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 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
✨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 you to show off your skills and how you can use these tools to optimise service levels.
✨Tip Number 3
Practice your real-time decision-making skills! Think of scenarios where you had to make quick staffing adjustments and be ready to discuss them. This will demonstrate your ability to handle the fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Real Time Analyst, Peterborough, Hybrid
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 relevant projects or experiences where you've successfully used data to drive decisions.
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.
✨Understand Real-Time Metrics
Brush up on key performance indicators such as Utilisation, Occupancy, and Adherence. Be prepared to explain how you would maintain these metrics and respond to service level variations during the interview.
✨Showcase Your Analytical Skills
Since the role involves reporting and analysis, be ready to share examples of how you've used data to make staffing adjustments or improve service levels. Highlight any experience with SQL or basic statistics to demonstrate your analytical capabilities.
✨Communicate Effectively
As a Real Time Analyst, you'll need to provide direction and updates to the operations team. Practice clear and concise communication, and think of examples where you've successfully collaborated with others to achieve goals.