Scheduling and Real Time Analyst - Contact Centre

Scheduling and Real Time Analyst - Contact Centre


£11.67 Per Hour

Full Time


Houghton le Spring, Tyne and Wear


Posted about 2 months ago

Expires in 9 days

Job Description
VACANCY: Scheduling and Real Time Analyst - Contact Centre
SALARY: £22,447 PA

Reporting into the Contact Centre Operations Manager, the Scheduling and Real Time Analyst is responsible for maximising the productivity and outputs of the advisors in the Contact Centre as well as ensuring appropriate support is in place from call overflow.

The Scheduling and Real Time Analyst will also be responsible for managing call traffic, providing insight on what the main call drivers are as well as supporting the forecasting and scheduling of the Contact Centre.

Key Responsibilities
  • To maximise the output of all advisors in the Contact Centre and call overflow by monitoring productivity and adherence to schedule
  • Monitor contact arrival across multiple channels, applications and agent groups and route traffic to the most appropriate team/agent.
  • Allocate resource as per the need of the business in order to optimise performance; maintaining this schedule and reallocating resource as required.
  • Validate offline activity in the aim to increase productivity across the Contact Centre
  • Collate and analyse Management Information in relation to advisor performance and adherence, both regularly and on an ad-hoc basis as requested
  • Use previous trends and historic events to support scheduling and forecasting
  • Identify 'quieter' times of the day to be used for pro-active communication or offline activities
  • Be proactive in seeking improvements to maximise efficiency and productivity within the operations areas
  • Be a point of contact for contact centre and overflow employees dealing with escalated queries
  • Proactively communicate with the contact centre & overflow employees during Major Incidents
  • Produce and maintain sickness and absence reports for Contact Centre Operations Manager
  • Liaise daily with the Contact Centre Operations Manager providing updates on staffing levels / daily activities within the contact centre
  • Working with the L&D Academy providing schedules for training/briefing sessions for contact centre staff ensuring minimal impact to our customers
  • Build relationships with stakeholders in our business, such as the Shared Services Academy, to facilitate essential training and development for our internal customers
  • Taking customer calls as and when required
Essential Qualifications and Experience
  • Essential qualification requirement would be relevant NVQ Level 3 or a minimum of 2 'A' levels, grade C or above; OR ONC in Business Management or equivalent qualification.
  • Previous experience of working in a contact centre environment
  • Excellent customer service skills
  • Understanding of contact centre telephony and IT systems
  • Ability to produce and interpret MI
  • Good oral and written communication skills
  • Process orientated
  • Ability to influence others; establish priorities and obtain outputs
  • Flexible, with the ability to work in a reactive environment
  • Ability to work within minimal supervision
Desirable Qualifications and Experience
  • Working knowledge of the energy industry and environment is advantageous
  • Previous experience in a similar Real Time Analyst role is advantageous
If you have the relevant experience and want to find out more about his vacancy please contact Angela Sinton on 0191 255 7977

Angela Sinton

01912 557900

Division 067

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