Real Time Analyst
Cromwell Group
Customer Service Centre – West Midlands, GB
10d ago

Cromwell is a leading supplier of maintenance, repair and operations type products. With our strapline being : Every product, Every Brand, One Supplier!

We currently have a fantastic opportunity for a Real Time Analyst to join our Customer Service Centre in the West Midlands.

Key Responsibilities & Duties :

The main purpose of the role is to ensure adequate resourcing levels are in the Customer Service Centre across all channels and segments.

  • Producing accurate daily, weekly and monthly forecast plans for the Customer Service teams
  • Agree recommendations with key stakeholders relating to the re-forecasted plans
  • To work with the Customer Service operational team to have an understanding of offline activity that is required to support the business objectives
  • Recommend changes to enhance forecast accuracy, collaborating with Team Leaders and functional managers for recommendations.
  • Experience and Knowledge :

  • Minimum of 2 years’ experience within a workforce planning role
  • Experience of working in a Customer Service / Call Centre environment essential
  • Excellent understanding of Time Management principles, workflow principles and workforce management.
  • Experience and working knowledge of Injixo Work Force Management system (or similar)
  • Experienced and highly competent in Data Analysis
  • Previous Real Time Analyst experience within a fast paced, high performance contact centre team
  • Advanced excel skills. Particularly in formulas, calculations, pivot tables, vlookup, graphs and data manipulation
  • Highly organised, with a confident approach to meet daily deadlines, able to multitask and balance priorities
  • Ability to present data to colleagues and management at all levels
  • Strong ethos in working as a team
  • In return, we provide comprehensive training on our systems, competitive salary and usual range of benefits where you’ll be working 40 hours a week.

    If you enjoy working in a workforce planning role and want to work for a growing and exciting company, this job is for you!

    About Cromwell

    Cromwell is a leading supplier of maintenance, repair and operations type products, offering the widest choice to all industries, professions and trades.

    Operating from our Head Office with over 2,000 members of staff, 52 UK locations and 10 International locations.

    The Cromwell Group is a subsidiary of Grainger International, a Fortune 500 company and North America’s leading broad line supplier of maintenance, repair and operating products.

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