Realtime Analyst
Realtime Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Purpose
- To ensure the operation works within given ratios and staffing level budgets
- To ensure tight management of utilisation metrics and processes are defined and followed
- To support the team and the operations
- To provide valuable information to the operation (e.g. Misuse of AUX downtime ect...)
- Highlight/Flag risk areas.
Accountabilities
- Work with the operation and business to ensure processes are followed and accurate staff information is held.
- Ensure team deliver effective scheduling and understand impacts on the wider business
- Work with operations to ensure processes & activities are managed in line with the clients processes whilst taking into account what we need to deliver contractually.
- Ensure regular review of key people metrics; utilisation & shrinkages commitment AHT
- Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
- Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
- Develop and support team to ensure clarity of role and strong skills required to complete tasks
- Correct booking of segments (billable purposes)
Skills
- Ability to work collaboratively with the operation and to ensure relationships are strong and help the business deliver key metrics
- Strong written and verbal communication and presentation skills; an ability to understand analyse and explain complex problems
- Strong understanding of how an outsource call centre industry works.
- Attention to detail and ability to understand connectivity between pieces of information
- Effective decision-making skills which balance priorities of both our people and the business
- Ability to lead and support a small team to provide development direction and clarity
- A keen interest in finding solutions and obtaining the data required to deliver
- An organised approach to own workload to ensure work can be re-prioritised / distributed as necessary
Qualifications :
Grade 12
Additional Information :
UK Shifts
Must have been in current role for MInimum of 1 year
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
