Realtime Analyst

Whitbread; Cambridgeshire and Peterborough; On-site; GBP 31,000 - 34,000; Full time

Job summary

An innovative company is seeking a Real Time Analyst to enhance contact forecasting and service level management. In this pivotal role, you will optimize staff utilization and develop best practices across various customer contact platforms. Your expertise in real-time management will be crucial in aligning resources to meet customer demand while ensuring quality service. This position offers a collaborative environment where your contributions will directly impact operational efficiency and customer satisfaction. Join a forward-thinking team that values your skills and provides opportunities for professional growth.

Benefits

BUPA healthcare

Up to 60% discount on Premier Inn stays

25% discount on Restaurant brands

Up to 10% company performance related bonus

Qualifications

• Experience as a Real Time Analyst in a contact centre setting.
• Strong commercial awareness and understanding of financial impacts.

Responsibilities

• Monitor customer contacts and align resources to achieve SLAs.
• Manage customer contact platforms and ensure effective work flows.

Skills

WFM and Contact Centre Tools

Excel

Analytical Skills

Communication Skills

Stakeholder Management

Job description

Job Title:Real Time Analyst

Salary: £31,000 - £34,000

Location: Chiswell Court, Dunstable

The Service Management Team is a new team recently established to support the Guest Support function and the wider Whitbread business to make sure we have the right people, with the right skills at the right time to achieve our Service Levels.

As the Real Time Analyst, you will report to the Service Delivery Manager. Your role is to improve our capability in contact forecasting and service level management and achievement of service level goals, optimal staff utilisation and further developing best practice processes and systems (WFM / Telephony/WhatsApp, WebChat, Social Media and Email) capability.

Why you’ll love it here

Healthcare: BUPA healthcare

Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands

Bonus: Up to 10% company performance related bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What you’ll do

You’ll be monitoring all customer contacts and aligning resources accordingly to achieve our SLA’s. You will manage the customer contact platforms and work queues to ensure the contact/work flows to the right colleague at the right time.

You will have considerable experience as a Real Time Analyst gained within a contact centre setting, and you will take ownership of real-time communication providing regular updates and facilitating discussions with Guest Relations Support/Team Managers and Team Managers and GSAs. This collaborative approach will maximise the productivity of inbound/multichannel activities, aligning them with the resource plan. Additionally, you will manage daily activities and reallocate staffing as necessary, ensuring customer demand is effectively met while considering unforeseen circumstances.

You will work closely with Forecasting, Reporting & Insight and Quality & Development colleagues to ensure staff allocation and contact routing meets both demand and quality of service, and you will review and assess all real time and off-line activities to ensure service level protection and provide continuous improvement reviews to drive real time best practice methodologies.

What we need

• Strong commercial awareness and understanding of impacts on financial performance.

• Skilled with the use of WFM and Contact Centre Tools for real time management.

• Good Excel and analytical skills

• An effective and engaging communicator, able to present complex information in simple context, adapting your style to suit your audience.

• Solid contact centre Real Time experience with a thorough understanding of resource planning processes

• Proven stakeholder management exposure at all levels, demonstrating influence and communication skills

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