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At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert -
The smart way to get away.
The impact you’ll have
Reporting to the WFM Manager, the Real Time Analysts will carry full responsibility for pulling together daily operational plans, issuing customer and colleague centric schedules and executing the plan by making tactical in day decisions to ensure our customers are able to speak with us when they need to.
Your day-to-day:
* Monitoring WFM software to ensure we have the right people in the right place at the right time to help our customers
* Liaising with our offshore partners to deliver the required resource levels
* Managing and issuing schedules to our colleagues
* Working with forecasting to interpret the latest demand and develop solutions to optimise service levels
* Making in day decisions to move available resources around to achieve balanced service levels across all channels/areas
* Strong experience working with Google Sheets or similar (MS Excel)
* Recent exposure to working within a call centre environment
* Excellent numeracy/analytical skills
* Past experience working with WFM software (AVAYA, Verint, Injixo, Calbrio etc)
* Experience delivering front office and back office service levels
The interview journey:
* Talent Acquisition Partner screening - 30 mins
* 1st stage with Hiring Manager and Head of CX Commercial - 45 mins
* Final stage - Spreadsheet exercise to demonstrate technical skills - 30 mins
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