Real Time Analyst

£23000 - £27000 per annum
Lancashire
Lancashire
Permanent
WFM
BH-3628
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

Our returning client, a rapidly expanding leader within the travel and tourism arena is looking to grow its resource planning operation by recruiting an additional Real Time Analyst on an initial 9 month fixed term contract.

You will play a key role in monitoring all call queue activity and adjust contact allocations as required, which are driven by real time analysis and trending. You will also be the focal point of responsibility for agent monitoring to ensure that all schedules are adhered to and KPIs/SLAs are met. In addition to your core real-time work, you will also contribute to resource planning and scheduling.

The bulk of our client's inbound activity comes in via telephone but they also receive contact via email and have project work underway whereby social media and live-chat will be introduced. They are also implementing a new WFM solution (Ring Central) and the successful candidate will have working exposure to a brand new, leading edge platform. 

To be considered for this role, you MUST:
  • Have previous contact centre real-time experience
  • Possess a proactive and instinctive attitude
  • Be an excellent team player with the ability to take ownership where required
  • Ideally have experience of working with WFM technology
  • Be flexible to work as part of a 7-day rota

Please ONLY apply if you meet the above criteria.

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