At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
An excellent opportunity to work as a Real Time Analyst in our Bristol office.
This role is office based - 5 days per week.
Overall Purpose of the role
* The Customer Service Planning Team is responsible for providing accurate and effective planning support to the Customer Service Leadership team to ensure the delivery of Customer Experience and Commercial performance.
* Analyse, monitor, and react to real-time staffing levels and customer contacts to optimise the customer journey in line with operational plans.
Key Responsibilities
* Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment.
* Optimise performance through shrinkage management and agent skill alignment to meet operational goals.
* Lead operational decision-making with performance insight, including impact to customer journey, and support recommendations.
* Influence operational decision-making to set weekly and monthly targets. Manage schedules and daily results to deliver targets.
* Ensure all resourcing updates are included in daily planning and schedule management.
* Identify risks to delivering the operational plan and escalate to stakeholders, proposing solutions to mitigate impact.
* Conduct and feedback trend analysis to enhance operational and planning KPIs, supporting continuous improvement.
* Coordinate and communicate in-day issue management for technology incidents impacting the customer journey.
* Assist in delivering change work streams, requiring strong stakeholder management and collaboration.
Required Skills and Experience
* Good communication skills, both written and verbal.
* Stakeholder management skills across different levels.
* Analytically sound with problem-solving abilities.
* Driven for customer excellence.
* Strong organization and planning skills.
* Ability to handle multiple tasks simultaneously.
What We Offer
Salary for an equivalent permanent position ranges from £25,000 to £28,000 depending on experience.
Why Ayvens?
With over 3.4 million vehicles managed across more than 42 countries, we provide leasing, subscription, fleet management, and multi-mobility solutions to a diverse customer base. We are leading the industry towards net zero and digital transformation, aiming to meet evolving mobility needs.
At Ayvens, our success is rooted in our commitment to customer satisfaction. We focus on innovative, technology-enabled services that support our clients' growth. Sustainability is central to our strategy. We foster a diverse, inclusive environment where everyone can thrive and be themselves.
Join us as we continue to promote sustainable mobility and help our customers succeed. Follow our page for updates, news, and insights.
* ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.
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