Join to apply for the Real Time Analyst role at AXA Partners
AXA Partners is seeking to fill the position of Real-Time Analyst to help deliver outstanding customer experiences, through proactive, data-driven decision making. This is a fast-paced role, monitoring real-time performance dashboards, adherence to schedules and using data to protect and optimise service levels.
What You'll Be Doing
* Responsible for real time analysis across Home, Motor and Travel business lines. Analysing and assessing gaps in hours required to give adequate cover to answer calls and achieve service levels
* Providing and analysing short-term trends and service level impact from deviations to plan on hours
* Recommending changes to management, to achieve service levels on the hours being fielded (eg in-shift hour changes, overtime requirements etc)
* Working closely with Operational Planning manager and planning team to support in the adjustment of short-term forecasts and staffing plans as volumes change
* Clearly document the processes and procedures for the smooth operation of this role to aid other team members when covering for annual leave, sickness etc.
* Design, deliver and review a suite of accurate reports in collaboration with all interested stakeholders on a real time daily and ad-hoc basis, in line with operational need
* Working closely with the Operational management to quickly and accurately identify deviation from the expected plan, and to propose solutions for consideration
What You'll Bring
* Minimum 2 years demonstrable experience in a similar role
* Experience of understanding and delivering complex and accurate management information in a clear, logical manner
* Customer-focused mindset as well as being a problem solver
* Great planning and organisational skills, with a track record of meeting deadlines
* Good IT knowledge including call and workforce management software, Microsoft office skills and telephony systems e.g. QMAX.
* Excellent understanding of how processes, performance and systems impact on customers and customer segments
* Highly motivated individual with a positive attitude who can work with minimal guidance
* Strong organisation, prioritisation, time management and multitasking abilities
* Comfortable working in a fast-paced environment
* Prepared to challenge processes and working practices at all levels for the good of the business
* Knowledge of Contact Centres and back-office dynamics
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
What We Offer
* Competitive Salary
* 25 days rising to a maximum of 27 days (based on a 5 day week)
* Retail Discounts
* Company Shareplan / Scheme & Loan
* Cycle2Work Scheme
* Discounted Home Insurance
* Employee Assistance Scheme
* Dr@Hand
* Discounted Gym Membership
* Thrive (free mental health app)
* Free Financial Education/Pension Seminars
We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. We continuously evolve, adapt and thrive - offering solutions and services that make sure we’re always at people’s side, no matter what.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
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