Real Time Analyst

Location
Lancashire, England
Salary
£18000 - £21000 per annum + Plus company bonus & benefits
Posted
28 Mar 2019
Closes
25 Apr 2019
Ref
21758LHA
Contact
Lisa Harding
Sector
Cruise
Hours
Full Time
Contract Type
Permanent
Hugely successful Travel Company in Lancashire is expanding due continued success and are now looking to add to their resource and planning team and are seeking a Real Time Scheduling Analyst. This is a varied role with responsibilities across all disciplines of resource and Planning , including forecasting, Scheduling and MI. You will be required to deliver demand & resource forecasting, scheduling, shift management and reporting to achieve the business requirements.

JOB DESCRIPTION:
*Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
*Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
*Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
*Reporting performance to management, to enable them to make timely decisions about planned off line activities and outages
*Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
*Manage advisor skill groups and balance resources to achieve target KPI's
*Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels
*Help to identify skill set shortages for short-term training requirements
*Maintaining positive relationships with all departments to ensure that joint goals are met
*Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI's are achieved
*Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs.
*Updates and maintains scheduling database with current information.

EXPERIENCE REQUIRED:
Ideally you will have previous experience of working within in similar role in a contact centre environment.

THE PACKAGE:
You will be offered an excellent basic salary of up to £21,000 plus additional benefits and travel discounts. Hours are Monday - Sunday working shifts between 08.30 - 22.00.

INTERESTED?
Please follow the instructions to apply and send your CV! For any questions, please contact Lisa on 0161 9236120 or Lisah@traveltraderecruitment.co.uk

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