Our Direct Sales and Service division plays a vital role in delivering trusted, valued contact centre services that provide great outcomes for our Members. We’re proud of the work we do and the impact it has on people’s experiences every day.
We’re now looking for a Real Time Analyst to join the team and help drive performance through smart, data-led decision making. In this role, you’ll provide critical insight to operational leaders, making tactical intraday changes and ensuring resources are deployed effectively to achieve the best possible service outcomes. If you’re highly organised and enjoy working with data in a fast-paced environment, especially where you can see the direct impact of your decision, this is a great opportunity to put your positive, proactive mindset to work.
As our new Real Time Analyst you will also:
* Proactively manage resource to optimise call handling performance.
* Refresh and maintain live forecasts to support real-time decision making and effective allocation of resources.
* Drive productivity and adherence by providing hands-on operational support and timely interventions.
* Implement tactical changes at handover, identifying risks and opportunities and clearly communicating these to key stakeholders.
* Support the delivery of plans that minimise wait times and maximise adviser utilisation, feeding insights back to Resource Schedulers.
* Contribute to a shared, single view of pre- and post-event analysis, clearly explaining performance drivers and outcomes.
* Analyse resourcing requirements against operating plans to inform decisions on overtime and capacity within weekly handovers.
* Advanced Excel skills and strong capability across MS Word and PowerPoint.
* A strong analytical background with proven experience using data and insight to drive business improvement.
* Technically minded yet commercially aware, able to balance detail with the bigger operational picture.
* An effective communicator who can confidently engage with stakeholders at all levels of the organisation.
* Experienced in using operating models to deliver against service level agreements in a fast-paced environment.
* Positive, organised and self-motivated, with the ability to manage time effectively and meet quality and delivery standards.
* Curious and adaptable, with a genuine willingness to learn new technologies and apply them to improve the Member journey.
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