Real time & MI Analyst - Portsmouth

Charles Taylor; Portsmouth; On-site; GBP 32,000 - 33,000; Full time

Job summary

Charles Taylor in Portsmouth is seeking a Real Time & MI Analyst to monitor staffing levels and availability, ensuring optimal utilization across all workflows. The role involves intraday reporting, WFM administration, and supporting client MI preparations.

The position is based in Portsmouth with hybrid working after full competence is reached, and a competitive salary of £31,645 - £32,855 per annum (DOE). A structured training program accompanies the role.

Qualifications

• Must have experience in resource planning and data analysis.
• Excellent data interpretation and presentation skills.
• Ability to balance multiple workflows and maintain high utilization.

Responsibilities

• Monitor staffing allocation and availability to meet service level objectives.
• Ensure on-the-day activities are captured in WFM for shrinkage reporting.
• Balance resources across all workflows to maximise advisor utilisation.
• Plan and schedule coaching, meetings, training and special events.
• Produce intraday reports on workload vs forecast and schedule adherence.
• Administer Calabrio WFM system and handle agent requests.
• Assist in preparing client MI and reviewing MI for anomalies.
• Prepare PowerPoint presentations for client reviews.

Skills

Resource planning

Data analysis

Interpersonal skills

Data presentation

Prior similar role

Positive attitude

Creative problem solving

Tools

Calabrio WFM

Job description

Real time & MI Analyst

Portsmouth

£31,645 - £32,855 per annum (DOE)

Hybrid working is available once you are fully competent in the role and confidently settled into this position

Charles Taylor is recruiting for Real Time & MI Analyst who will be responsible for monitoring staffing allocation and availability, to ensure optimal staffing levels to achieve service level objectives.

Charles Taylor has an outstanding reputation for delivering complete medical assistance and security solutions, providing support everywhere from holiday resorts to mines, and delivering medical management services across a wide range of environments, from defence-based activities to offshore rigs. Charles Taylor often supports customers in some of the world's most challenging locations.

Charles Taylor complements this expertise with tailored, end-to-end claims management solutions for travel and health insurers, using technology intelligently while retaining the human touch and providing customers with optimum choice.

The Real Time & MI Analyst will be responsible for:

• Monitor staffing allocation and availability to ensure optimal staffing levels in order to achieve service level objectives
• Ensure that on-the-day activities are added into WFM for accurate shrinkage reporting
• Be accountable for balancing resource between all workflows to ensure maximum advisor utilisation and availability across all skills and sites
• Plan and schedule coaching sessions, meetings, training, and any special events based on business requirements
• Produce Intraday reporting throughout the day, providing data on the actual versus forecasted workload, service levels, call arrival patterns, real-time schedule adherence and shrinkage
• Manage day to day administration of the Calabrio WFM system, including agent requests and user settings.
• Support preparation of client MI on a weekly and monthly basis
• Assist with review of MI to investigate and analyse any anomalies
• Assist in the preparation of PowerPoint presentations for client review meetings

Experience and knowledge needed for the Real Time & MI Analyst:

• Ability to tackle challenges with positive attitude
• Develop creative solutions
• Good interpersonal and organisational skills
• Experience in resource planning and data analysis
• The ability to review, analyse and present data in a straightforward and easy to understand manner
• Previous experience within a similar role

Please note that we’re unable to consider applications from candidates who have previously applied or interviewed for this role.

If you are currently waiting for your UK Graduate Visa, we will only be able to consider your application once your visa has been successfully granted. Unfortunately, we are unable to progress applications until the Graduate Visa has been issued.

We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:

• Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.

• Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.