Real Time Analyst

Job Opportunity: Real Time Analyst

Are you ready to join a dynamic team at the forefront of service delivery optimization? We are currently seeking a skilled Real Time Analyst to collaborate closely with Operations and Planning teams within a leading financial services organization. As a Real Time Analyst, you will play a pivotal role in ensuring operational efficiency and the achievement of key performance indicators. Starting ASAP, paying up to 48,000 per annum

Responsibilities:

• Continuously monitor inbound customer contact queues and live resource availability to ensure service level agreements are met.
• Manage intra-day performance by communicating capacity risks to Operations and providing actionable recommendations.
• Tactically balance resource allocation across multiple contact channels to maximize occupancy and minimize wastage.
• Monitor real-time delivery of planned schedules, ensuring adherence within acceptable tolerances.
• Identify potential future events or business trends impacting workload volume and analyse their potential impact on performance plans.
• Undertake 'planned vs actual' analysis, accurately documenting and reporting volume/capacity issues with daily, weekly, and monthly commentary.
• Provide Planning Analyst with recommendations on assumptions changes based on trend analysis feedback.
• Chair daily service delivery meetings with Operations, reviewing performance plans and suggesting improvements for projected service level results.
• Manage the submission, tracking, and approval procedure for in-building and out-building shrinkages.
• Maintain an accurate database of staff resources, accounting for joiners, movers, and leavers.

Requirements:

• Proven experience in real-time analysis, preferably within a contact centre or service delivery environment.
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced environment and make informed decisions under pressure.
• Proficiency in relevant software and tools for real-time monitoring and analysis.