Real Time Analyst

We’re a travel insurance provider specialising in products for the mature market and people living with medical conditions

Fresh from winning Gold at the Broker Innovation Awards for Customer Service and Personal Lines Broker of the Year, we are looking for like-minded people to join our award-winning team

As a Best Companies 1 Star Accredited business we invest in the development of our people, sharing their successes whilst building lasting careers with us

The Role

Delivering effective contact centre resource optimisation and handling any on the day deviations from planned performance, whilst maintaining a good employee and customer experience. Providing operational support to resource manager through varied administrative duties.

You will have the opportunity to develop and learn new skills, specific to contact centre resource planning.

Key Responsibilities

· Contribute towards achieving service level targets, by balancing actual contacts with forecast and on-the-day activity.

· Carry out ‘resource plan’ and tactics, whilst ensuring adherence to schedules including blending or moving of staff across skillsets

· Challenge any activity that could potentially jeopardise attainment of operational targets.

· Attend real-time update meetings with team managers to ensure awareness of hot-spots and areas of SLA focus.

· Utilise DigiDesk for optimisation of skill sets and to pro-actively deal with incoming contacts.

· Movement of resource between channels, according to operational priorities.

· Provide regular intra-day performance reports, including commentary, analysis of impacts and subsequent action taken as a result.

· Creation of effective weekly and daily ‘planning packs’, to establish tactics for achieving performance targets.

· Understand variances from plan, e.g. Contact volume, AUX time, AHT and service level.

· Identify and communicate any opportunities for resource optimisation, based on contact centre performance, feedback and observations.

· Utilise Injixo to schedule offline time for meetings, coaching and training, whilst minimising disruption to effective handling of offered contacts.

· Recording of absence and other off-line activities and support the move of this workload to the Team Leaders if possible.

· Authorisation of Holiday requests inline with the planning tools available.

· Support with setting up of personnel on systems such as DigiDesk, Injixo, Bria and planning reports.

· Manage distribution of Overtime to operation and support Ops TLs in collating.

· Provide scheduled and ad hoc MI reporting to the operation as required.

· Other administrative tasks in line with effective running of the operation.

· Comply with the housekeeping rules contained within the Staff Handbook.

This list of duties is neither exclusive nor exhaustive and may be amended by Senior Management from time to time, nor is it in an order of importance.

Person Specification

· Ability to prioritise workload and work effectively in a pressured environment.

· Ability to work to strict deadlines.

· Ability to build strong relationships across other departments.

· Ability to analyse problems and create effective solutions.

· Quick learner and able to pick up new skills.

· Excellent planning, organisational and time-management skills.

· Self-motivated and results orientated.

· Good MS office skills particularly excel.

· Flexible approach to working hours.

Competencies:

· Problem solving initiative

· Effective communication and influencing

· Analytical thinker

Hours

This role is full-time, 37.5 hours per week however working hours can be agreed with the individual.

Job Type: Full-time

Salary: £24,000.00-£32,000.00 per year

Benefits:

• Company pension
• Flexitime
• Gym membership

Schedule:

• Flexitime

Ability to commute/relocate:

• Cardiff: reliably commute or plan to relocate before starting work (required)

Experience:

• Real time reporting analysis: 1 year (preferred)
• Contact centre analyst: 1 year (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: Hybrid remote in Cardiff