Real Time Analyst [716]
Job Description
Longreach Recruitment are supporting an established, well regarded and instantly recognisable global brand to recruit a Real Time Analyst for their expanding Workforce Management team.Interested applicants MUST possess prior experience of working within a contact centre Resource Planning or Workforce Management team with exposure to real time / intraday management and ideally some scheduling (short term / on the day) capabilities.
You’ll have hands-on practical abilities with a WFM tool and be a confident communicator.
The position provides a salary between £28’000 + Bonus + Market Leading Benefits Package
incorporating very generous Pension contributions, Life Insurance x 10 salary & broad flexible benefits
The role is offered with hybrid working, 2 days per week onsite with the remainder from home, operating Monday to Friday with a 35-hour working week
Ideal candidate locations for this opportunity are Suffolk, North Essex, Cambridgeshire
Key Role Purpose & Responsibilities
- Real Time - manage and monitor ‘on day’ performance and adherence to schedules.
- Provide performance reports to highlight areas of improvement or success against SLA.
- Create short term schedules and manage their release, optmisation and adherence to plan.
- Work closely with Operations to ensure they are supported from a Resource Planning & Real Time perspective.
- Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions.
What Have You Done Before? What Do You Need to Demonstrate?
Applicants MUST have current or recent experience of working within a contact centre Resource Planning or Real Time function.
Key Skills & Experience Will Include
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Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
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Competent knowledge of using Excel produce performance reports.
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Strong knowledge within contact centre resource planning, real time management and scheduling
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Excellent interpersonal and relationship management skills with a proactive ‘people first’ approach
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Experience utilising WFM tools within a contact centre Resource Planning / Real Time environment
Please register your interest in the Real Time Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.
Follow us on Twitter: @longreachers Visit us on: www.longreachrecruitment.co.uk.
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