Real Time Analyst

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Monday to Friday, 9:00am 5:00pm, 35 hours a week Office based 20-40% per week and 3-4 days working from home Office Locations:West Ham Lane, Stratford or L&Q Office, Nexus, Manchester Salary £30,455 London based or £29,296 Manchester Our client is looking for a real time analyst to join their team. This role will aim to deliver on real time support for resource allocation & customer service advisor activities in the Customer Service Centre. To help towards the department achieving targets, including being within SLA across all contact channels. The role will work with the Resource Planning & MI Manager to prioritise demand and assign customer service advisor resource where it is needed, assessing requirements and taking proactive steps throughout the day to maintain targets. As well as providing insight on metrics such as adherence and contact peaks and falls, the role will also be required to provide recommendations for efficiencies and improvements. This role will be Responsible for monitoring operational performance, identifying and managing any issues along with taking measures to ensure service stability. Through the monitoring of CSA adherence, whilst ensuring customers can contact the business seamlessly via their channel of ...
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Location:
Manchester
Salary:
£30,000
Category:
Management & Consultancy

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