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Your Purpose
The Contact Centre Real Time Analyst (RTA) is responsible for monitoring and managing the contact centre’s real‑time performance to ensure service level objectives and operational efficiency are consistently met. This role involves actively tracking agent adherence, queue volumes, and other key performance indicators (KPIs), and taking immediate data‑driven actions to optimise resource allocation and address any emerging issues that could impact service delivery. The RTA plays a critical role in intra‑day management and ensures a positive customer experience by minimising wait times and maximising agent productivity.
Real‑Time Monitoring
* Continuously monitor real‑time performance metrics, including contact volumes, service levels, utilisation, average handling time, agent availability, and other key metrics using workforce management software.
* Track inbound/outbound call volumes, chat, email, and other contact channel queues against forecast.
* Monitor key performance indicators (KPIs) such as Service Level (SL), Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, Agent Availability, and Abandonment Rate.
* Identify and flag any deviations from planned performance or potential risks to service levels.
Intra‑Day Management & Adjustments
* Implement real‑time corrective actions to address service level challenges, such as adjusting agent skill assignments, coordinating break and lunch schedules, and redirecting agents between queues or channels based on demand.
* Manage real‑time exceptions and unexpected events (e.g., system outages, unscheduled absenteeism, sudden call spikes) by executing contingency plans.
* Optimise agent utilisation and occupancy to ensure productivity targets are met without compromising service quality.
Communication & Collaboration
* Communicate effectively and promptly with Operations Management (Supervisors, Team Leaders, Managers) regarding real‑time performance, identified risks, and required actions.
* Provide clear instructions and updates to operational teams regarding intra‑day adjustments.
* Act as a central point of contact for real‑time operational issues and escalations.
* Collaborate with WFM Planners/Forecasters by providing feedback on forecast accuracy and schedule effectiveness based on real‑time observations.
Your Journey so far (Qualifications)
* Proven experience in a contact centre environment, preferably in a WFM or similar analytical role.
* Strong understanding of contact centre operations, metrics, and KPIs (Service Level, AHT, ASA, Adherence, Occupancy, etc.).
* Proficiency with Workforce Management (WFM) software (e.g., Peopleware, NICE IEX, Verint, Aspect, Genesys WFM, Calabrio).
* Familiarity with ACD/Telephony systems and contact centre reporting tools.
* Excellent analytical, problem‑solving, and decision‑making skills, with the ability to think critically and act decisively under pressure.
* Proficient in MS Office Suite, particularly Excel (for data manipulation, analysis, and reporting).
* Strong communication (verbal and written) and interpersonal skills, with the ability to interact effectively with various levels of staff and management.
* Ability to multitask, prioritise effectively, and manage time efficiently in a fast‑paced, dynamic environment.
* High attention to detail and accuracy.
* Proactive, results‑oriented, and able to work independently with a strong sense of urgency.
Your Essentials
* Full Right to Work in the UK.
* Full‑time office based role, based in our new offices in central Woking.
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long‑term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
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