Join to apply for the Real Time Resource Analyst role at Tourism Marketing Agency.
We have an exceptional contact centre in Bristol and need an exceptional Real Time Analyst to join our Forecast & Planning Team to lead our intraday management of our Contact Centres in Bristol and Hull. The successful candidate will be responsible for real-time resource management, providing insight and analysis on previous day performance, trends, and ensuring we optimally use our resource to deliver industry leading service to our Customers.
Responsibilities
* Monitor all telephony queues in real time and ensure KPI goals are being met across opening hours of the Contact Centre.
* Take control of the daily tactical plan, identify any potential issues and offer solutions to mitigate concerns.
* Daily MI reporting on previous day performance.
* Maximise resource productivity by monitoring code usage, agent occupancy and managing off-phone activity.
* Challenge non-adherence.
* Ensure stakeholders are kept up to date throughout the day regarding forecast accuracy, performance, hotspots, concerns and remedial actions taken.
* Supporting the resource planning analyst with short term activity booking.
* Take ownership of technical issues, raise with relevant departments and keep stakeholders abridged of progress.
* Support the wider Performance Management Team with analysis.
* Engage with our people team to ensure alignment across departments.
What You Will Bring
* A self-starter who is comfortable managing their own workload, responsibilities and who doesn't shy away from challenging the status quo.
* F&P experience is needed
* Strong observation skills, inquisitive and challenging; always looking to improve performance.
* Strong analytical skills alongside experience of working with raw data sets, identifying trends and issues ahead of impact.
* Good communicator at all levels who is able to build effective relationships across all departments.
* Strong presentation skills, both written and oral.
Nice to have
* Experience with WFM platforms especially Salesforce, Amazon Connect or Calabrio.
* Strong Excel (or Google Sheets) knowledge - ability to build tracking spreadsheets and get the most out of our data.
* BI dashboarding and self-service tools, especially Looker.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Project Management and Information Technology
Industries
* Advertising Services
We are removing boilerplate and encouraging proactive, inclusive applications.
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