Job Description
Real Time Analyst
Salary: £30,000
Location: Horsham
Hours: Mon – Friday 8am until 4pm
Dynamite recruitment is currently working in partnership with an award winning and very successful business based in Horsham.
As a Real Time Analyst, you will be responsible for:
As a Real Time Analyst, you will have/be:
INDDYN
Salary: £30,000
Location: Horsham
Hours: Mon – Friday 8am until 4pm
Dynamite recruitment is currently working in partnership with an award winning and very successful business based in Horsham.
As a Real Time Analyst, you will be responsible for:
- Plan and schedule resource.
- Report on performance and provide analytics across all Service Centre activity.
- Identify and mitigate risks.
- Forecast workload volumes to determine staffing requirements.
- Liaise directly with team managers and advisors to advise of any changes to their daily work activity.
- Build strong relationships with internal staff.
- Work closely with HR and L&D to schedule training and meetings to ensure no impact to service.
- Deliver detailed reports and analysis to management.
- Take responsibility for real time analysis of call volumes.
As a Real Time Analyst, you will have/be:
- Previous experience working in a contact centre.
- Experience using telephony reporting systems.
- Awareness of Workforce Management solutions.
- Excellent planning and organisational skills.
- Passion for improvement and the ability to identify the best course of actions to achieve the most efficient solutions.
- Ability to communication call centre data to all levels of staff.
- Knowledge of forecasting and scheduling methodologies.
- Confident with Excel.
- Experience with CISCO/FINESSE/UPSTREAM/CALABRIO.
INDDYN