Performance and Real Time Analyst

Start date:ASAP Type:Permanent
Salary:£21,000-£25,000 Location:Warrington

Parasol: The employer of choice for contractors and freelancers. We employ contractors who work on assignments typically via agencies for end clients.

Performance and Real Time Analyst will be responsible for:

  • Accurately forecast call and email volumes with regular reviews and updates of forecast
  • Ownership of all aspects of the Contact Centre Team rota including shift planning, regular review and maintenance
  • Responsible for ensuring effective allocation of resource in line with the rota
  • Ensure effective use of resource by minimising available/downtime with outbound tasks
  • Demonstrate a full understanding of absence patterns, how they impact service levels and how they need to be managed
  • Manage and allocate shift swaps/overtime accurately and in line with budgets and in line with peaks in demand and staffing shortfalls
  • Identify opportunities for improvements in performance through better forecasting and rota management
  • Management of annual leave and TOIL in line with agreed levels to maintain consistent level of performance
  • Liaise effectively with Team leaders regarding planned offline activities with advisors, i.e. meeting and performance reviews to ensure that departmental performance is not affected
  • Responsible for the monthly/weekly/daily production and analysis of standardised MI.
  • Responsible for MI production efficiency improvements.

Person Specification

Essential:

  • Working knowledge of the key principles of Real Time Management, Contact Centre drivers and key industry metrics
  • Strong experience in a Contact Centre environment.
  • Ability to work at pace and with detail and prioritise reporting requests.
  • Ability to influence Team Managers to effectively allocate resource within their work streams and teams.
  • A proven track record of increasing productivity and performance
  • Proven ability to make decisions and take accountability for actions
  • Proven experience of building and maintaining positive relationships with internal contacts
  • Excellent organisational skills
  • Flexible attitude to working hours
  • Proven ability to meet targets and deadlines on a consistent basis

Desirable:

  • Ability to demonstrate strong commercial awareness
  • Experience of working in a target driven environment
  • Experience of extracting and analysing complex data from multiple sources.
  • Excellent communication skills: confident in preparing high quality reports / documents and delivering presentations with the ability to present technical data to a non-technical audience.

Perks of the job

In return, we will offer you a competitive salary plus the following benefits:

  • Up to 28 days holiday
  • Private healthcare
  • Childcare vouchers
  • Free car parking
  • Stakeholder pension scheme and Auto Enrolment pension scheme

Interested?

If this sounds like a role you would be interested in applying for then we’d love to hear from you, please send a copy of your CV to recruitment@optionis.co.uk. If your application is what we’re looking for we’ll get in touch to invite you along to an interview.

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