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Real Time Analyst

Job Title: Real Time Analyst
Contract Type: Permanent
Location: Horsham
Industry:
Reference: 1190916
Contact Name: Fran Curtis
Contact Email: fran.curtis@dynamiterecruitment.com
Job Published: October 05, 2021 15:33

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:
  • 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