Hybrid Real-Time Resource Analyst | Call Traffic Optimizer

Allianz Management Services Ltd; Ledston; Vor Ort; GBP 27.000 - 33.000; Vollzeit

Benefits dieser Stelle

Flexible holiday options

Hybrid working

Annual bonus

Contributory pension scheme

Development days

Staff discounts

Zusammenfassung

Allianz Management Services Ltd invites applications for a Real Time Resource Analyst / Call Traffic Manager. The role focuses on real-time monitoring, demand management, routing and continuous improvement within a busy customer contact centre.

You will work with Operations Managers and Workforce Planning to align resources, forecast capacity and support service levels across channels. Location options include Leeds or Bournemouth; final site discussed at interview.

Qualifikationen

• Strong understanding of contact centre operations, service levels and demand management.
• Ability to analyse operational performance data and identify trends.
• Knowledge of workforce management principles, telephony and routing processes.
• Strong communication and stakeholder management skills.
• Ability to prioritise multiple activities in a fast-paced environment.
• Experience supporting operational performance, service recovery or business continuity.

Aufgaben

• Monitor real-time contact centre performance, resource availability and demand across multiple channels.
• Identify service risks, forecast variances and capacity pressures; recommend actions to protect service levels.
• Coordinate operational responses with Team Leaders and stakeholders to manage demand fluctuations.
• Support customer interaction strategies including routing, queue management and IVR messaging.
• Use data to identify trends, improve customer journeys and drive operational efficiencies.
• Support incident management, resilience planning and continuous improvement with cross-functional teams.

Kenntnisse

Contact centre operations

Performance data analysis

Workforce management

Stakeholder management

Prioritisation

Operational continuity

Jobbeschreibung

Allianz Management Services Ltd invites applications for a Real Time Resource Analyst / Call Traffic Manager. The role focuses on real-time monitoring, demand management, routing and continuous improvement within a busy customer contact centre.

You will work with Operations Managers and Workforce Planning to align resources, forecast capacity and support service levels across channels. Location options include Leeds or Bournemouth; final site discussed at interview.