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- Tasks: Monitor real-time operations and support teams in effective queue management.
- Company: Join The White Company, a leader in retail with a focus on inclusivity.
- Benefits: Enjoy up to 50% discount, generous holiday, and a bonus scheme.
- Why this job: Be part of a dynamic team making impactful decisions in a fast-paced environment.
- Qualifications: Customer service experience and knowledge of WFM tools preferred.
- Other info: Flexible working options, social events, and opportunities for personal development.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Supporting the operational teams with the delivery of real time planning support and upskilling the TLs in effective queue management.
Responsibilities
- Monitor inbound volume, agent attendance and manage schedules real time.
- Ensure the delivery of our internal support (interaction) framework for all agents (QA, 1-2-1’s, Coaching etc.).
- Monitor service levels across all channels at an interval level – agent code usage, shrinkage, AHT & any other drivers (positive & negative) of performance.
- Drive real-time adherence to expected capacity against actual performance to achieve service levels.
- Communicate unexpected changes to contact patterns/volumes to Resource Planning Manager and wider management team.
- Build and maintain strong relationships with key stakeholders across all sites.
- Create and provide intraday reporting to all key stakeholders.
Skills & experience
- Customer service or contact centre experience
- Knowledge of WFM tools (Verint, Calabrio, Nice etc.) - Ideally Injixo
- Goal and target driven
- Ability to work under pressure
- Confident decision maker
- PC literate with experience in Microsoft products – Strong excel skills are advantageous (Lookup, Index, If Statements, Pivot Tables etc.)
- Excellent verbal and written communication skills
- Self-motivated and proactive – ability to make decisions in the moment
- Analytical with an attention to detail
- Creative thinker – ability to problem solve and think outside of the box
- Good organisation and time management skills
- Experience of working within a Retail industry
What we’ll offer you
- Discount - Up to 50% discount (dependent on contract type)
- Holiday – 23 days, increasing to 25 days with length of service
- Holiday Buy – opportunity to buy up to an additional 5 days holiday
- Bonus Potential - In addition to our competitive salaries, all our permanent employees are entitled to join a discretionary bonus scheme. (dependent on contract type)
- Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle
- Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
- Continued Development – we offer structured support from our own in house Learning and Development Hub
- Pension Scheme
- Life Assurance
- Additional Benefits
- Fruit basket daily
- Tea and coffee provided
- Working from Home - option to work from home on Mondays and Fridays
- Social - Christmas party/social events throughout the year
- Seasonal Sample Sales
- Volunteer Day - with a charity of your choice
Our Equality Diversity and Inclusion statement of commitment
At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities. We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong. We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.
Real Time Analyst in Northampton employer: The White Company
Contact Detail:
The White Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst in Northampton
✨Tip Number 1
Network like a pro! Reach out to current employees at The White Company 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 WFM tools like Verint and Calabrio. We want to see that you’re not just familiar with them, but that you can talk confidently about how you’ve used similar tools in the past.
✨Tip Number 3
Show off your analytical skills during the interview! Bring examples of how you've monitored performance metrics in previous roles and how you’ve made decisions based on that data. We love a good problem solver!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at The White Company.
We think you need these skills to ace Real Time Analyst in Northampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real Time Analyst role. Highlight your customer service experience and any knowledge of WFM tools like Verint or Calabrio. We want to see how your skills match 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 your experience makes you a perfect fit. Don’t forget to mention your analytical skills and ability to work under pressure.
Showcase Your Skills: In your application, be sure to showcase your strong Excel skills and any relevant achievements. We love seeing examples of how you've used your problem-solving abilities in past roles, especially in a retail environment.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at The White Company
✨Know Your Numbers
As a Real Time Analyst, you'll be dealing with metrics like service levels and agent performance. Brush up on your understanding of these key performance indicators (KPIs) before the interview. Be ready to discuss how you've used data to drive decisions in past roles.
✨Familiarise Yourself with WFM Tools
Since knowledge of WFM tools like Verint or Calabrio is essential, make sure you can talk about your experience with these systems. If you haven't used them directly, research their functionalities and think about how they relate to the role you're applying for.
✨Showcase Your Communication Skills
Excellent verbal and written communication skills are a must. Prepare examples of how you've effectively communicated changes or updates in previous jobs. Think about times when you had to explain complex information clearly to different stakeholders.
✨Demonstrate Problem-Solving Abilities
The ability to think creatively and solve problems on the spot is crucial. Prepare to share specific instances where you've successfully navigated unexpected challenges. Highlight your analytical skills and how they helped you make informed decisions under pressure.
