Real Time Analyst

Longreach Recruitment are hiring a contact centre experienced Real Time Analyst

Are you an experienced and talented contact centre Real Time Analyst with demonstrable experience in managing and balancing on the day performance and Service Level achievement across Voice, Email and LiveChat channels via effectively using WFM and telephony tools and collaborating with operational teams?

If so, this could be an ideal position for you.

This is a Monday to Friday position offering hybrid working with 1 day per week onsite and the rest from home. Youll work on a weekly rotating shift : week 1 : 7am 3.15pm and week 2: 11.45am 8pm

Base salary is £30 - £30k + Broad Benefits Package

Key Role Purpose & Responsibilities

• Monitor and manage telephony, email and LiveChat queues to meet KPI goals and operational performance targets.
• Optimise resource utilisation to ensure optimal occupancy, manage on the fly shift swops/slides and effectively and diplomatically manage off-line activities to ensure correct staffing levels meet demand.
• Collaborate and partner with Operations to highlight performance and efficiency challenges, manage schedule adherence and offer solutions to unexpected spikes/troughs in demand.
• Maintain accurate and timely inputs into the WFM and Telephony platforms.
• Take part in daily buss sessions providing insight into previous days' performance and planning for the forthcoming one.
• Actively support the induction of new started by providing coaching and training on the WFM platform

What Have You Done Before? What Do You Need to Demonstrate?

Candidates MUST have demonstrable contact centre experience within a Resource Planning / Real Time function with hands-on experience and capabilities with a WFM tool and familiarity with telephony systems. Youll be well versed with real time management of calls and non-voice contacts such as email and LiveChat operations settings.

Key Skills & Experience Will Include

• Strong user of a WFM Tool ( Verint / Calabrio / Alvaria / NICE)
  
• Competent Excel user with experience of producing performance and adherence reports.
  
• Exemplary communication skills with the ability and confidence to influence, interact and support Operational Management teams.
  
• An enthused and energised approach with a demonstrated ability to multi-task and prioritise workloads in a fast-paced working environment.
  
• Effective communication and presentation skills
  
• An adaptable, flexible and results-orientated approach to your work with a solutions focussedapproach.

Please register your interest in the REAL TIME ANALYST position by applying as directed.

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.