Position Summary: As a Real-Time Analyst, you will play a critical role in optimizing our contact centre’s operational efficiency by monitoring and managing real-time activities., driving Schedule Adherence and Conformance. You will be responsible for ensuring that our service level agreements are met, while also maintaining a productive and motivated team.

Key Tasks/Responsibilities

• Work Closely with the WFM Analyst SME resource to effectively plan, and resource to Customer resourcing demands
• Production of daily and weekly operational plans, flagging any operational pressure points and taking corrective action where necessary
• Monitoring & amending colleague schedules to ensure that all activities are planned appropriately, and Schedules are geared to improving SLA's ( In Week/ Future Outlook)
• Management of the telephony queues, reprioritising skills where necessary to ensure consistent performance across all call types
• Capturing any exceptions to daily operational plans and feeding back to the management and/or Workforce planning team as and when required
• Influencing all colleagues to reduce instances of non-adherence, leading with emotional intelligence and a coaching style / approach
• Real Time decision making to ensure colleague operational focus areas are matched to customer demand
• Liaising with all front-line colleagues on a real time basis to provide support / direction and ensure adherence to individual colleague schedules
• Work collaboratively with the leadership team to ensure resource is allocated appropriately
• Produce (day-by-day and week-by-week) analysis of operational delivery, with recommendations for change and improvement

What are we looking for?

• Good Analytical Skills
• Skills in using a Workforce Management tool (2 years) preferred ( Willingness and adaptability learning new systems and tools) for relevant Real Time Monitoring necessary.
• Good working knowledge of contact centre Telephony for performance reporting / monitoring
• Well-developed stakeholder management skills
• Knowledge of core contact centre performance metrics
• Real Time and Scheduling experience is desirable but not essential
• Strong organisational and multi-tasking abilities
• If you are a results-driven individual with a passion for real-time management and a commitment to delivering exceptional customer service, we encourage you to apply and be part of our team.

Minimum Skills 

• Process Excellence
• Collaboration 
• Communication 
• Emotional Intelligence 
• Open-Mindedness 
• Critical Thinking 
• Solution Orientation 
• Entrepreneurship
• AI Proficiency
• Data Literacy