Real Time Analyst

Location: Stirling, Peterborough - Lynch Wood
Job Reference: 1289596
Role Grade: A5 - TM

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About This Role

Summary of the role

As a Real Time Analyst you will be responsible for the creation and embedding of the overall Diligenta standards that will be utilised across all accounts, this will require processes, good governance and client interaction at pan account level to embed; the go forward ‘One Diligenta’ model.
The Real-Time Analyst will be responsible for Queue management, Intraday Reporting and Real-Time Insights; along with short-term forecasting, implementation and utilizing available resources to the best potential. This position is vital for maintaining service levels, customer satisfaction, and making immediate staffing adjustments. Make real-time staffing adjustments to optimize service levels and reduce customer wait time.

Please note that this role is available at any of the Diligenta sites.

What you’ll be doing
  • Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
  • Maintain Healthy (best in class industry standards) Utilization, Occupancy, Adherence & Intraday SLA Levels
  • Recommend overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis
  • On phone and off phone activity management
  • Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes
  • Provide Periodic reports – real time and historical containing performance data to support operations management in a customer service contact centre
  • Provide analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre (including real-time, historical and future data points)
  • Proactively develop partnership relationships with internal users anticipating and providing solutions to user needs
  • Complete deliverables accurately and on time
  • Keep current on business changes to ensure real time program compliance
What we’re looking for
  • Maths/English GCSE
  • A-level/graduate calibre
  • Master’s degree in related field (Desirable)
  • WFM tools expert (scheduling ) Verint, NICE, Active OPS, CISCO
  • Basic statistics, SQL, Erlang C
  • Relevant work experience 2-3 years
  • work in similar role / insurance industry (Desirable)
  • Communication
  • Leading People
  • Decision Making and Problem Solving
  • Customer and Client Focus
  • Results
  •  Flexibility
  • Teamwork
  • Creativity
  • Commercial Acumen
  • Financial Acumen
  • Relationship Management

The hiring manager to contact is: Emily Rintoul Email: emily.rintoul@diligenta.co.uk

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