Real Time Analyst

The Vacancy

Real Time Analyst

FSCS

Salary: £48,000

Location: Aldgate, London (40%) and homebased

Role:

As the Real Time Analyst, you’ll work closely with FSCS Operations and Planning teams. You will support the Operations department by monitoring and controlling the distribution of resource to ensure key performance indicators are achieved. You will provide data combined with strong analysis and collaborate with stakeholders to guide decision making to improve service delivery.

My role:

As a Real Time Analyst you will be delivering:

• Continuously monitor inbound customer contact queues and live resource availability to ensure service level agreements are delivered
• Responsible for managing intra-day performance; communicating with Operations on capacity risks and provide recommendations on mitigating actions
• Tactically balance resource across multiple contact channels (voice, webchat, email etc.) to maximise occupancy and reduce wastage
• Monitor Real Time delivery of planned schedules, ensuring adherence is delivered to acceptable tolerances
• Identify potential future events or other business trends that may impact workload volume, analyse potential impact of these events, and incorporate those results into performance plans
• Undertake ‘planned vs actual’ analysis, accurately document and report on volume/capacity issues and results producing daily, weekly, and monthly commentary
• Provide Planning Analyst with recommendations on changes to assumptions driven by trend analysis (feedback loop)
• Chair daily service delivery meetings with Operations, reviewing performance plans and recommendations for improving projected service level results
• Manage the submission, tracking & approval procedure for in-building and out-building shrinkages
• Maintain an accurate database of staff resources; ensuring joiners, movers and leavers are accounted for

Desirable Criteria:

You will be able to demonstrate the knowledge, experience, or mastery of:

• A strong decision-making background with an understanding of resource management, planning and a multi-function environment. Previous planning or resource
• Back office and contact centre planning is highly beneficial to this position
• Working knowledge of Erlang C and its use in customer contact planning is beneficial
• Familiar with time-series analysis and the use of standard deviation when analysing trends
• Experience with navigating and analysing numerous data sources to draw conclusions and deliver insight
• Methodical approach to fault finding and problem solving

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application. If there are additional options you’d like to request, please contact Shane Streeter ([email protected]). We also offer reasonable adjustments on the job.

Benefits:

• We also offer 26 days of annual leave
• 9%+  pension contributions
• Private medical and dental insurance
• 6 months paid maternity/paternity/shared parental leave
• Discounted Gym membership

About Us

For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.

Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers’ needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.

We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory eco-system. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.