Do you have previous resource planning experience with strong attention to detail?
Our client is a growing Bristol-based company, and we’re excited to be supporting their recruitment of a Real Time Analyst to join their busy contact centre.
As a Real Time Analyst, you will be monitoring, analysing, and reacting to staffing and customer levels. The key purpose of this role is to optimise the customer journey through accurate resource planning methodology and forecasts.
Daily duties will include:
- Supporting the delivering of a balanced operational performance including managing offline activity across a customer service environment
- Leading operational decision making with performance insight
- Managing schedules and daily results to deliver agreed targets
- Ensuring all resourcing updates are included in the daily planning and schedule management
- Identifying any risks and escalating to the appropriate stakeholders
- Producing short, medium, and long-term plans for the operations teams
- Owning intra-day scheduling and shrinkage management processes
- Maintaining and developing resource models and tracking adherence to plans
Skills and experience required:
- Experience within a contact centre of resource planning environment is essential
- Strong attention to detail and problem-solving capabilities
- Excellent interpersonal and communication skills
- Strong organisation and resource planning skills
Challenge yourself with this brand-new opportunity! Get in touch or apply today.