Our client based in Sale is currently looking to recruit a Real-Time Analyst on a permanent basis ...
- Monitor and manage service levels back office work flows for the contact centre.
- Monitor and manage advisor status and activities.
- Assist in the delivery of other workforce planning functions i.e. Scheduling and Forecasting
- Develop strong effective relationships and work as part of a team with the operational management and coaches.
- Proactively manage staffing and shift profiles and adjusting these in accordance with on the day call arrival patterns/holidays/absence/training to maximise service levels and staffing efficiency.
- Monitor real time schedule adherence.
- Communicate identified intraday risks to management and planning team members with confirmed mitigating actions.
- Approve discretionary activities to increase occupancy/utilisation.
- Provide any impact analysis reports in the event of any outages, shortages or any other unplanned event.
- Identify potential incidents and engage the necessary parties to mitigate the disaster.