Real-Time Intraday Analyst for Contact Centre

Beyond Housing; Scarborough; Vor Ort; GBP 28.000 - 36.000; Vollzeit

Benefits dieser Stelle

Agile working

Two days from home

Real Living Wage

Generous holiday entitlement

Zusammenfassung

Beyond Housing is seeking an intraday analyst to ensure our customer service teams have the right resources at the right time. You will monitor real-time performance across channels, identify trends, and implement live adjustments to maintain service levels and achieve targets.

You will work with leaders to provide insights, recommendations and reporting to support today’s operations and future resource planning, using Verint/8x8 and Excel-based tools in a fast-paced housing environment.

Qualifikationen

• Experience in a contact centre environment and a strong understanding of workforce management and real-time performance monitoring.
• Analytical, proactive and confident working with data to make informed decisions.
• Excellent communication skills and ability to challenge and escalate when needed.
• Proficient in using reporting tools and Excel; experience with workforce management systems and telephony platforms is essential.

Aufgaben

• Monitor real-time performance across contact channels and identify trends and risks.
• Make live operational adjustments to maintain service levels and targets.
• Provide insight, recommendations and reporting to support current and future resource planning.
• Collaborate with operational leaders to resolve issues and balance demand with available resources.

Kenntnisse

Contact centre experience

Workforce management

Real-time monitoring

Analytical mindset

Communication skills

Tools

Verint

8x8

Excel

Reporting tools

Jobbeschreibung

Beyond Housing is seeking an intraday analyst to ensure our customer service teams have the right resources at the right time. You will monitor real-time performance across channels, identify trends, and implement live adjustments to maintain service levels and achieve targets.

You will work with leaders to provide insights, recommendations and reporting to support today’s operations and future resource planning, using Verint/8x8 and Excel-based tools in a fast-paced housing environment.