Real Time Analyst

£23000 - £27000 per annum, Benefits: Hybrid working (2 days in the office), Increasing annual leave, Increasing holiday concession, Tax free attendance bonus, and more.
Chorley
Lancashire
Permanent
WFM
BH-3628-TC
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.

Are you an experienced Real Time Analyst seeking an exciting opportunity?
Do you possess a positive, can-do attitude and enjoy working in a busy, contact centre environment?

CCP are delighted to be supporting one of world’s largest luxury holiday operators with their appointment of a Real Time Analyst on a full-time basis. You will be responsible for monitoring queues, schedules, skills set and making the necessary call adjustments driven by real time data.

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. 

This thriving client can offer a hybrid working model spitting your time between the vibrant contact centre and working from home. The office is located a short walking distance from a nearby train station, as well as offering onsite parking for staff.

Responsibilities:
  • Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily, and real time basis to maintain exceptional service levels.
  • Data led real time analysis to ensure employee schedule adherence and tracking of off phone duties.
  • Identifying trends and reporting to the Resource Planning Manager to improve call handling times and productivity within the contact centre.
  • Recognise any live issues that may be impacting the customer journey and contact volumes.
  • Collaborate with other business areas such as CRM and Marketing to forecast any events or promotions that may influence customer contact and service levels.
  • Help to identify pain points and skill set shortages to influence induction and training requirements.
  • Maintain positive relationships across the organisation in line with company values and ultimate goals.
  • Provide a vital link between the Resource Planning team and Sales and Operations to ensure sales are maximised through exceptional customer service and hitting KPI’s.
  • Track holiday schedules and requests, shift pattern changes, new employees, and seasonal changes.
Benefits:
  • Hybrid working model.
  • Increasing annual leave with service.
  • Increasing holiday concession and discounts.
  • Tax free attendance bonus.
  • Referral incentive.
  • Increased maternity pay.
  • Pension.
Apply today to be considered for the Real Time Analyst. This is a fantastic opportunity to join a wonderful organisation built on high standards, passion, innovation, and quality. For more information, contact Tim Campion on 0208 989 7779 or tim@ccprecruitment.com.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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