Real Time Analyst

Real Time Analyst - Morley

Our Contact Centre business is constantly evolving, and the only constant is change itself! We handle contacts 24 hours a day 7 days a week across various Customer Service teams.

The Role

Working closely with the wider planning and operational teams for UK and offshore, you will drive the delivery of customer service in our Leeds contact centre by monitoring and reporting on call metrics and colleague performance to enable us to maximise the effectiveness of our service.

We are a support team for the operation and our offshore partners - your working week would be split over both sites Britannia House in Morley and Asda House with free parking we also have the opportunity to work from home with a laptop as part of our hybrid working model.

To ensure we meet customer demand, you will also be responsible for using data and insight to schedule workforce planning using excel alongside a variety workforce planning tools. You will analyse daily workloads and allocate resources as appropriate, identifying intervals where there is consistent overstaffing or understaffing and report inefficiencies to Workforce Management team

Day to day you will monitor and report on colleague performance, process holiday requests based upon the allowance rules and support the planning team leader in forward planning meetings to deliver and discuss forecasts, plans and concerns for the week ahead. As well as this you will have accountability for watching real time queues and switching resource to minimise availability.

About You

The successful candidate will have excellent quantitative, analytical and technical skills and a strong working knowledge of Microsoft excel is essential. You must be customer focused and demonstrate competency in dealing with colleagues at all levels and have the ability to build strong relationships. Previous contact centre experience would be highly advantageous as is the ability to think on the spot to make live decisions and reduce call wait time. A proactive approach, good judgement and the ability to adapt quickly to change will be critical, as will the ability to work both independently and as part of a collaborative team.

We support the operation Monday - Friday 7:30 - 20:15 , Saturday 9:00 - 17:30 and Sunday 09:45 - 16:15 so the willingness to work flexibly across these hours is essential.

Your Benefits

The days of full time, fixed hours, stuck in the office in business dress are long gone! We strive to provide our colleagues the flexibility they need to juggle their job with life outside work.

A competitive salary comes with an excellent benefits package including colleague discount, a competitive pension, company bonus and many additional rewards! Once you're here the development opportunities are as endless as your commitment to your self-development and we will support you every step of the way to help further your career.