Real Time Analyst
Planning & Analytics
£30,000 - £30,000
Contact Centre Partners (CCP) is a specialist recruitment consultancy which provides permanent, temporary and interim recruitment solutions to the customer contact market place.
On behalf of an amazing returning client of mine; I'm looking for a real time analyst to form part of a strong team within the workforce planning operation.
You'll be responsible for real time queue and skillset monitoring and play an active role in analysing call trends to amend and adjust call allocations accordingly as a result of your analysis. Monitoring of agents in real time, ensuring their adherence to schedules and the implementing any required changes to schedules will also be part of your day-to-day.
What else will I be responsible for?
- Manage absenteeism
- Track attrition
- Reallocate resource during quieter contact periods
- Trend analysis (intraday)
What skillset do I need?
- Excel (basic/intermediate) - Essential
- Use of WFM technology - Essential
To be considered for this post, you must possess an analytical mindset, be flexible in your approach to your role, be able to think quickly on your feet and adjust your approach accordingly where required.
To be considered for this role, please apply via the link or contact Lloyd Schaverien at Contact Centre Partners.