Real Time Analyst, Peterborough, Hybrid

26 Days Old

Real Time Analyst, Peterborough, Hybrid Also open to the following location: Basingstoke Summary of the role A FCA regulated life & pensions service provider are seeking a dedicated professional to join the company, as a Real Time Analyst. They are looking for someone who will be responsible for Queue management, Intraday Reporting and Real-Time Insights; along with short-term forecasting, implementation and utilizing available resources to the best potential. This position is vital for maintaining service levels, customer satisfaction, and making immediate staffing adjustments. Make real-time staffing adjustments to optimize service levels and reduce customer wait time. They are looking for candidates that also come with workforce management tools (such as - Verint, NICE/Genesys, Active OPS or relevant WFM tool). What you'll be doing Acting as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals. Maintaining Healthy (best in class industry standards) Utilization, Occupancy, Adherence & Intraday SLA Levels. Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis. Managing On phone and off phone activity. Appropriately respond to Service Lev...
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Location:
Peterborough
Salary:
£35,000
Job Type:
FullTime
Category:
Accounting & Finance

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