Real-Time Service Performance Analyst

Foresters Financial; Whitmore; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days' annual leave plus bank holid­

Life assurance

Generous pension scheme

Job summary

Foresters Financial is seeking a Service Excellence Analyst to join our customer service team in Bromley. The role supports the Service Excellence Manager with real-time performance monitoring, ensuring optimal resource deployment to meet demand and service targets.

It offers a fixed-term contract, full-time (35 hours per week) with a salary up to £35,000. Responsibilities include real-time monitoring, intraday adjustments, resource planning, and performance reporting.

Qualifications

• Experience working within a contact centre or call centre customer service environment is essential.
• Strong analytical and problem-solving skills.
• Excellent attention to detail.
• Ability to interpret data and make informed recommendations quickly.
• Strong communication and stakeholder management skills.
• Strong Microsoft Excel skills.
• Ability to work effectively under pressure and manage competing priorities.

Responsibilities

• Real-Time Monitoring: monitor service levels, call queues, occupancy, adherence and productivity throughout the day.
• Resource Management: manage intraday staffing across multiple customer service channels and monitor attendance and training.
• Performance Analysis: provide live and end-of-day performance reporting and investigate variances.
• Stakeholder Support: partner with team leaders to improve adherence and communicate performance insights.
• Participate in daily operational reviews and planning meetings.

Skills

Analytical skills

Attention to detail

Data interpretation

Communication skills

Excel skills

Stakeholder management

Pressure management

Tools

Microsoft Excel

Job description

Foresters Financial is seeking a Service Excellence Analyst to join our customer service team in Bromley. The role supports the Service Excellence Manager with real-time performance monitoring, ensuring optimal resource deployment to meet demand and service targets.

It offers a fixed-term contract, full-time (35 hours per week) with a salary up to £35,000. Responsibilities include real-time monitoring, intraday adjustments, resource planning, and performance reporting.