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Real Time Analyst
Recruiter
Careerpath Consulting
Location
in North East , North East
Salary: 20 - 27k DOE
Reference: IA/NE
Intra-day Resource Analyst
Responsibility for -
Monitoring contact centre performance within local site.
Communicating adherence issues to the operational team managers.
Communicating directive actions to the operational team managers.
Co-ordinating availability plan within local site.
Manage a 4-week resource plan in conjunction with the operational team managers.
Intra-day re-forecasting on a 2 hourly basis
This role requires a proficient analysing skill, in order to proactively identify potential challenges ,ability to achieve service levels across all operational areas. The role will look at all aspects of performance and the Jobholder will require a strong, background knowledge of contact centre dynamics. The jobholder will be responsible for the day to day management of Intra-day analysis/performance of the Contact Centre.
The role will enable the operation to have a single point of contact on all instances where SLA is affected, which in turn will drive business performance in conjunction with the contact centre management team. The role also requires the Jobholder to be confident in presenting analysis as opposed to merely producing and distributing. The role will also involve close working relationships with the operational management team, supporting projects from an Intra-day Analyst viewpoint.
Monitoring Contact Centre Performance
Utilising a combination of Symposium, Brio, Pulse, WFM, Aspect, & Crystal Reports to further analyse the Contact Centre performance against SLA’s
The Jobholder will be required to assess Contact Centre performances on a minute by minute basis in order to identify trends across the whole performance spectrum.Further analysis will be required, in order to fully inform the Senior management team of potential impacts to service levels. Utilisation of RTA screens via Genesys WFM/Aspect Canvas/ IEX total View to enable the monitoring/management of Contact Centre performance and address any non-adherence issues with the management team Reporting and management of system outages in line with pre-defined management guidelines. 45% of time
Communicating directive actions to the Operation
The Jobholder will be required to chair a daily performance meeting with the Contact Centre Management Team to discuss the previous day’s performance, the forecast performance on the day/week and agree directive actions with the operational area concerned 20% of time
Resource Plan Delivery
The Jobholder will be required to ensure the smooth delivery of the resource plan in conjunction with the Contact Centre management team 15% of time
Intra-day forecasting
The job holder will be responsible for the intra-day re forecast this will assist themselves in obtaining a clearer picture of how the rest of the day/week is likely to perform and communicate this to the operation. This intern gives the intra-day team the opportunity to manoeuvre their resource accordingly. The role will also assist the operation by re-forecasting same day figures in order to show a real time difference to the days planned performance. 10% of time
Co-ordinating availability plan within local site.
The Jobholder will be required to manage availability in conjunction with the weekly availability plan produced by the Contact Centre Management team .10% of time
To be competent in the following applications:
IEX Total View
Aspect Reporting
Genesys WFM
Call Routing ( IN Control)
Excel (at an advanced level)
Minimum of 2 years working as an Intra-Day Analyst across multi-site operations
Essential
Highly developed communication skills in order to effectively liase with Contact Centre management
Advanced analytical skills to enable detailed Contact Centre analysis
Ability to forecast future performance based on historical information
Challenge and improve current processes
Advanced skills in Excel spreadsheets
Ability to work in a team environment
Producing detailed analysis both at the request of the management team and on own initiative
Ability to interpret information and present in an appropriate style
Relationship building with all key stakeholders
Understanding of contact centre dynamics & associated costs.
Effective communication at all levels
Be competent in all applications within Microsoft Office to an advanced level.
Responsibility for -
Monitoring contact centre performance within local site.
Communicating adherence issues to the operational team managers.
Communicating directive actions to the operational team managers.
Co-ordinating availability plan within local site.
Manage a 4-week resource plan in conjunction with the operational team managers.
Intra-day re-forecasting on a 2 hourly basis
This role requires a proficient analysing skill, in order to proactively identify potential challenges ,ability to achieve service levels across all operational areas. The role will look at all aspects of performance and the Jobholder will require a strong, background knowledge of contact centre dynamics. The jobholder will be responsible for the day to day management of Intra-day analysis/performance of the Contact Centre.
The role will enable the operation to have a single point of contact on all instances where SLA is affected, which in turn will drive business performance in conjunction with the contact centre management team. The role also requires the Jobholder to be confident in presenting analysis as opposed to merely producing and distributing. The role will also involve close working relationships with the operational management team, supporting projects from an Intra-day Analyst viewpoint.
Monitoring Contact Centre Performance
Utilising a combination of Symposium, Brio, Pulse, WFM, Aspect, & Crystal Reports to further analyse the Contact Centre performance against SLA’s
The Jobholder will be required to assess Contact Centre performances on a minute by minute basis in order to identify trends across the whole performance spectrum.Further analysis will be required, in order to fully inform the Senior management team of potential impacts to service levels. Utilisation of RTA screens via Genesys WFM/Aspect Canvas/ IEX total View to enable the monitoring/management of Contact Centre performance and address any non-adherence issues with the management team Reporting and management of system outages in line with pre-defined management guidelines. 45% of time
Communicating directive actions to the Operation
The Jobholder will be required to chair a daily performance meeting with the Contact Centre Management Team to discuss the previous day’s performance, the forecast performance on the day/week and agree directive actions with the operational area concerned 20% of time
Resource Plan Delivery
The Jobholder will be required to ensure the smooth delivery of the resource plan in conjunction with the Contact Centre management team 15% of time
Intra-day forecasting
The job holder will be responsible for the intra-day re forecast this will assist themselves in obtaining a clearer picture of how the rest of the day/week is likely to perform and communicate this to the operation. This intern gives the intra-day team the opportunity to manoeuvre their resource accordingly. The role will also assist the operation by re-forecasting same day figures in order to show a real time difference to the days planned performance. 10% of time
Co-ordinating availability plan within local site.
The Jobholder will be required to manage availability in conjunction with the weekly availability plan produced by the Contact Centre Management team .10% of time
To be competent in the following applications:
IEX Total View
Aspect Reporting
Genesys WFM
Call Routing ( IN Control)
Excel (at an advanced level)
Minimum of 2 years working as an Intra-Day Analyst across multi-site operations
Essential
Highly developed communication skills in order to effectively liase with Contact Centre management
Advanced analytical skills to enable detailed Contact Centre analysis
Ability to forecast future performance based on historical information
Challenge and improve current processes
Advanced skills in Excel spreadsheets
Ability to work in a team environment
Producing detailed analysis both at the request of the management team and on own initiative
Ability to interpret information and present in an appropriate style
Relationship building with all key stakeholders
Understanding of contact centre dynamics & associated costs.
Effective communication at all levels
Be competent in all applications within Microsoft Office to an advanced level.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
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Published at 11-06-2008
Viewed: 939 times
Viewed: 939 times
