Do you want to drive efficiency to allow our clients to receive exceptional care? Join our Award Winning Contact Centre and be part of our team!
đź“ť Contract Type: Permanent, hybrid
⌚ Hours: 37.5 hours per week
đź’° Salary: ÂŁ27,565.01 - ÂŁ30,321.51 (depending on experience and skills)
What’s in it for you?
In addition to a competitive salary and a supportive work environment, we offer an impressive benefits package that goes beyond the basics:
Financial Reward: Take advantage of free parking, a competitive salary with opportunities for progression, up to 5% employer pension contribution, and thousands of perks through Blue Light card.
Health and Wellness: Access to a 24/7 Employee Assistance Programme, Doctor Line for over-the-phone GP consultations, and dedicated Mental Health First Aiders.
Work-Life Balance: Enjoy a flexible schedule, a Birthday Bonus day off, and competitive family-friendly benefits.
Career Development: Paid training, opportunities for accredited apprenticeship programs, and potential for career progression.
As a Real-Time Analyst, you'll be the go-to person for the Contact Centre Operations Managers and various teams, playing a key role in keeping everything running smoothly across our Clinical Practitioner, Right Care and Safeguarding teams. Your responsibilities will revolve around real-time data, monitoring employee activities, call volume, service levels, call queues, agent adherence, and staffing levels to keep performance on point.
To quickly adapt strategies and ensure we hit our KPIs, making sure client enquiries are handled swiftly and efficiently. Beyond the real-time action, you’ll also use your analytical skills by creating detailed reports to track our Contact Centre’s performance. In addition to your real-time responsibilities, you'll also support in producing comprehensive reports to assist in tracking the Contact Centre performance. By optimising short-term scheduling efficiency through the alignment of planned time with Net Staffing requirements, you'll be part of ensuring a seamless service delivery.
The successful candidate will be required to attend the office for training for a maximum of 1 week, then working in a hybrid setting, attending the office once a week on a Wednesday.
For more information about the role, please view the job description