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Real Time Analyst

Job Title: Real Time Analyst
Contract Type: Permanent
Location: Basingstoke
Salary: 24000 - 26000
Contact Name: Emma Chamberlain
Contact Email:
Job Published: over 4 years ago

Job Description

Would you like to work in the heart of Basingstoke? Do you have Real-Time and Intraday experience within a fast paced environment? Paying up to 26k pa?
If so, I would love to hear from you!

Job Role:

  • Manage all intraday change management processes in support of operations to achieve the business objective of achieving service level objectives and maximizing efficiency and occupancy.
  • Provide account updates to management and forecast / scheduling analysts detailing previous and current performance and forecasted performance of remainder of current day/week and next week, while also identifying risks
  • Fill overtime and under time availability
  • Manage intraday staffing levels
  • Monitor real-time adherence alerts
  • Monitor real-time agent work state reports
  • Manage attendance (real time/historical)
  • Approve discretionary activities to increase occupancy/utilization
  • Increase staffing levels or modify call routing (agent skilling) to increase service levels
  • Administration of intraday schedule changes
  • Communicate identified intraday risks to management and WFM team members
  • Perform other duties and assignments as directed

Skills and Atrtributes:

  • Intraday background
  • Pleasant/Professional demeanor
  • Self-starter and take charge attitude. Enjoys the challenges.
  • Flexible, open minded and solution oriented with the ability to adapt to fast paced environment
  • Analytical/problem solving skills
  • Excellent judgment and decision making skills
  • Strong verbal and written communications skills
  • Understand customer service processes and procedures

Associated Benefits:

  • 24k - 26k pa
  • Private medical insurance
  • Pension
  • Childcare vouchers
  • Life Assurance
  • Pool Table and Football Table in staffing areas
  • A great coffee machine along with tea for those that prefer.
  • Incentives and prizes to recognize outstanding achievements.
  • You get to work within a diverse and friendly team who work hard, but have fun.

If you have not heard from a consultant within 5 working days, please assume that your application has not been successful on this occasion.