Real Time Analyst

Summary

Salary
£21,000
Team
Customer Service
Location
Malmesbury - United Kingdom

Description

  • You will need to ensure that short term forecasts and short term plans are delivered 
  • You will be analysing resource and workloads in real-time to deliver an outstanding level of service to Dyson Customers whilst balancing support for employees to maintain engagement across the Contact Centre 
  • You will be supporting the Resource Planning Manager to deliver efficient scheduling for the week ahea
  • You will be expected to work in line within Contact Centre opening hours, Monday to Sunday

Accountabilities

·       Work with Line Management to deliver effective Real-Time performance in the Contact Centre

·       Ensuring that we have the right resource in the right place at the right time through continual monitoring and balancing of our demand and resource profiles

·       Proactively taking corrective action to ensure we’re optimizing the performance of the contact centre

·       Working closely with advisors, Team Managers and Operational Managers to ensure we’re maximizing the performance and outputs of our teams

·       Monitoring real-time performance such as average speed of answer and adherence and taking action to maximize resource efficiency

·       Handling all Advisor queries including absence calls, referring individuals to the relevant party, communicating changes and updating systems in a timely manner.

·       Running the Mission Control meetings with the Duty Manager to ensuring the completion of off-phone activity is completed efficiently and in balance with calls

·       Holding Booking Surgeries to enable Line Management to book adjustments to team schedules at short notice but in line with the resource plan

·       Provide daily summary reporting to the Management Team

·       Ensuring that the work force management system is kept updated

Skills

·       An understanding of the Resource and Planning cycle

·       An understanding of the prioritization of workloads in a Contact Centre

·       Strong Analytical Skills

·       Strong knowledge of Excel and other Microsoft Office products

·       Ability to work to tight deadlines

·       Ability to influence and communicate effectively at all levels

·       Courage to challenge performance

·       Ability to handle difficult conversations in a positive way

·       Previous experience of working with a Workforce Management System desirable but not essential

Benefits

  • 27 days annual leave plus eight statutory bank holidays 
  • Life assurance 
  • Performance related bonus 
  • Pension scheme 
  • Dyson machine discount 
  • Sports centre 
  • Subsidized cafe and restaurants

Posted: 25 October 2018