Real Time Analyst - 12 Month Ftc

It is an exciting time to join the Work Force Planning team here at AXA. We’re recruiting for a Real Time Analyst to join AXA Commercial, supporting teams across the UK on a 12 month FTC. As a Real Time Analyst, you’ll work closely with the rest of the Planning Team and Operational areas across Commercial to provide service delivery and support. This will include reporting and reviewing channel performance and productivity, overseeing real-time management and supporting with contact channel changes, whilst acting as a centralised point of contact for all Real Time and Channel related enquiries.
In this role you'll be responsible for assisting with the distribution of resource to ensure all workloads are handled within their target time according to the relevant business area. The working hours are Monday to Friday covering the operational business hours of 8am - 6pm, 35 hours a week.
What you’ll be doing:
Managing requests for offline time, annual leave and absence.
Monitoring Real Time delivery of planned schedules through dashboard in Verint and Storm, ensuring adherence to schedules across all channels.
Accurate and up to date staff resource database maintained through WFM.
Attendance and input at Operational Planning meetings, to help lead and steer Operation to success.
Identifying operational improvements.
Production and delivery of daily / weekly reports including insight on performance.
Support the workforce planning and wider teams as and when appropriate.
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, either at one of our office locations, visiting clients or attending industry events.