Real Time Analyst

The role 

The Real Time Analyst is a key role within the Customer Service operations team. Reporting into the Real Time Manager, it will be your job to ensure our customers get the best possible service when they contact us, by orchestrating the flow of contacts to our super talented, 200+ people strong customer service teams. We support our customers across all of Europe, spanning 11 plus brands, in local languages creating a custom-made individual service we are proud of.

The Real Time Analyst role is challenging, exciting and instrumental to Kindred, if you are good at problem solving, time management and are brilliant with people then this could be the job for you.

Real Time Analysis could be the beginning to your career in resource planning, this position is the starting point in the world of resource planning. Once you have dipped your toe in the opportunities could be endless.

The role requires working on a shift basis, 40 hour per week, including weekends - For our Gibraltar office, working from home for Spanish residents is 1 day / week; for Gibraltar residents is 2 days / week.

What you will do

· Managing intra - day service level goals across multiple contact channels.

· Monitoring the Customer Service (CS) Agents to ensure optimal staffing levels against customer demand.

· Recording attendance and schedule adherence of the workforce in line with scheduled hours.

· Coordinate appropriate staffing and availability in order to achieve service level objectives i.e. reduction of lost contacts, email response time, average speed to answer.

· Adjust intra-day forecasts using knowledge of business drivers to determine required staffing levels by projecting contact volumes, contact duration and required staffing levels using current trends and historical data.

· Completing root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness

· Produce and analyse reports with the intention of making recommendations for adjusting staffing levels to meet departmental productivity/utilization goals.

· A key stakeholder in the daily performance meetings.

· Entering daily exception requests, updating schedules and responding to escalated issues and ad-hoc requests.

· The focal point for real time decision making within CS for daily and short term planning.

· Facilitates real-time discussions with necessary stakeholders

· Proactively promoting off phone activity based on dips in customer demand.

· Process management requests for modifications of scheduling events (meetings/trainings, etc.).

· Control of the overtime budget and spend, offering OT when there is a valid business need.

· Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

· Works closely with Team Manager's and Operations Leads to address staffing vs customers' needs

· Cover the sickness line, chases missing agents and reports on absenteeism.

Your experience

· Ability to plan, prioritise and organize effectively is a must

· Proficient with time management

· Experience in resource planning / real time management would be beneficial

· Strong team player

· Keen eye for detail and high level of accuracy

· Driven by results & success

· Collaborative with peers

· Confident / approachable

· High integrity; able to build relationships based on mutual trust and confidence.

· Positive and can do attitude

· Ability to work as a team and individually

· Knowledge of Microsoft office – specifically excel

· Knowledge of Alvaria WFM – Oracle – Five9 - or other workforce management and customer contact routing software

· 1yr contact centre experience

· Experience in working in a multi-cultural customer support centre environment

· Experience in multi-queues, multi-channels, multi-skills real time management would be beneficial