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:

• 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.

Please submit your CV immediately if you are interested.

INDDYN