Pertemps Managed Solutions are currently recruiting on behalf of a Utilities companies based in Swindon who are looking to recruit a Real-Time Analyst
The Role :
Responsible for monitoring operational performance, identifying and taking responsibility for any issues to ensure the Customer is at the heart of all you do.
Taking actions to ensure Customer service is stable, making recommendations, providing performance summaries and reports.
Ensuring on BAU days that you have total control on what is happening across multiple contact centres and provide support the Real Time Manager as & when required.
To form part of the Real Time Planning function, in line with the ambition, vision and values of the wider Operational Insight and Analytics team.
To work with Scheduling & Forecasting Team to optimise Intraday forecasts / schedules going forward
Ensure that the Real Time function is aligned to industry best practice and value adding in its day to day activities and outputs.
Own Real Time service delivery, challenging and supporting business activity to ensure The CUSTOMER is at the forefront of all decisions made.
Being able to look at the whole picture of Customer service not just the immediate need to have Customer calls answered.
Visibly take control during unplanned events and incidents, making necessary decisions with clear instruction to minimize impact to our customers' experience and provide confidence to Management that any event is under control and a plan is in place.
The Candidate :
Relevant Workforce Management experience, or understanding of the need to have planning of agent's work, across the business day to ensure good Customer service.
Be able to liaise with staff at all levels and ability to effectively and appropriately challenge.
Show ability to work within a fast paced environment
Strong numerical, analytical skills and data analysis
Excellent IT skills relevant industry specific tools and systems as well as Office Word Outlook, Excel and PowerPoint
Excellent communication skills, verbally and written
Understanding / knowledge of Outsourcing partners / multi-functional sites
Flexible approach to working hours evening, early mornings and weekends
For more information please apply and a recruitment consultant will be in touch to answer any queries you may have