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Real Time Analyst - Buckinghamshire, Milton Keynes, MK1 1

About the company

Our client provides bespoke managed outsourced services on behalf of their client portfolio- specialising in areas such as Customer Service, Risk Management, Credit Services, Back Office, Telesales and Help Desk for the Financial Sector. Their clients include many of the world's largest banks and building societies across the EMEA region.

Our client has always focused on being brilliant at the basics. They are an innovative organisation who believe that doing business with a meticulous focus and a consultative mind-set will keep them at the forefront of the payments industry

About the Role

The Real Time Analyst will be working with and reporting directly to the credit services Dialler Manager. They will be responsible for analysing, monitoring and reacting to real time staffing levels and call volumes to ensure the successful delivery of all agreed service levels within the live operation on a daily and monthly basis.

Key Responsibilities:

Intraday monitoring of average speed of answer and agent adherence against schedules to maximise resource efficiency.

Management of daily off phone activity whilst working with Team Managers.

Understand and assist with the creation of Dialler campaign strategies.

Ensuring business SLA's are at the forefront of any business/strategy decisions as well as
being able to justify these decisions.

Optimisation of breaks and lunches to ensure maximum productivity of resource.

Provide feedback to Scheduling Analyst of weekly hotspots to support scheduling review

Provide daily summary report to Management Team.
Analyse data from the dialler reports to identify potential business changes/improvements that can be made.
Ad hoc reporting and projects will be given with business delivery timelines.

Update IEX WorkForce Management system to improve adherence and to provide accurate
MI for internal departments.
Driving Continuous Improvements of Management of the floor - this will cover multiple departments.
Daily communication and briefings with Team Managers & Dialler Managers.
Aid in the completion of the Telephone Number Data Cleansing process.
Complete any miscellaneous tasks/projects that may arise that are beneficial to the company.
Behavioural Competencies

Attention to detail

High level Initiative

Ability to Build Effective Relationships

Customer and Client Delivery
Innovative and Flexible approach
Passion to succeed
Results orientated

Planning and Organising skills

Person Specification;


- Full understanding of call centre legislation/regulations such as OFCOM & FCA

- Attention to detail

- Excellent skills in Excel and a good working knowledge of Microsoft Office applications
- Results orientated, working alone or as part of a team

- Professional and flexible approach with a "can do" attitude

- Highly self-motivated and performance orientated with the ability to prioritise

- Analytical and pragmatic with the ability to interpret and present data/statistics.

- Experience of working in a financial services or Call Centre Environment


- Minimum 12 months experience of a role within a Resource planning department exposure and understanding of a Work Force Management tool

- Previous exposure and understanding of an ACD Tool

Please apply for this role by clicking on the "Apply Now" belowLink megjelenítése" width="0" height="0" />
Munkavégzés helye Buckinghamshire
Kategória Külföldi munka
Régió Külföld
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