Real Time Analyst

Longreach Recruitment are hiring acontact centre
Real Time Analyst for a high growth, award winning organisation expanding theirWFM / Resource Planning team for their rapidly growing customer operations function located in Hampshire.
The Real Time team are tasked with ensuring the appropriately skilled resource is available to meet the forecasted customer demand within a multi-channel contact environment
prior experience as a Real Time or Intraday Analyst is essential.
Offered a hybrid working ( one to two days onsite in Southampton with the rest from home) the team cover a variety of Mon
Fri shift patterns and work 1:6 weekends with time off in lieu
This is a permanent position paying £30000 ~ £32000 + Broad Benefits Package
Key Role Purpose & Responsibilities of the Real Time Planning Analyst include.
The Real Time Planner will be focused on ensuring effective utilisation of Advisor resource to provide best in class customer service in the most efficient manner . Youll manage and protect Service Level targets by providing first class intraday management and analysis of customer contact behaviour, forecast variances and manage on the day and short-term schedule changes and shift slides.
What Have You Done Before? What Do You Need to Demonstrate?
Interested applicants will have experience of contact centre real time & intraday performance management, good working knowledge of a WFM tool and experienc...