Are you excited by a fast-paced and agile working environment where you can help us in our journey to achieve our vision to become a world class service organisation?
We are now excited to be recruiting a Real Time Analyst to join our Operational Support team.
It's a really exciting time to join us! We are a company that not only provides world class sales through customer service but also embodies a culture of high sales performance, digital capabilities, reward and recognition.
This role plays a vital part in ensuring we can deliver the required service levels to our customers. Operating within a close-knit team, you’ll manage contact centre routing, skilling, scheduling and adherence in a real time arena.
What you'll need
To be successful in this role, you’ll need the following:
- Ability to respond quickly to deadlines.
- Effective and confident communicator at all levels.
- Attention to detail.
- Strong analytical skills.
- Results driven.
- Fundamentals of contact centre management.
- Knowledge of shrinkage models.
- Experience of working directly in contact centre environments.
Desirable experience and knowledge
- Experienced in capacity planning processes and concepts.
- Working knowledge of Verint WFM or equivalent WFM platform.
- Experienced in using Telephony systems, such as Genesys Cloud.
The role
- Deliver optimal on the day customer service performance through managing routing, skilling, scheduling and adherence in a real time arena.
- Ensure feedback is provided to Operations and Workforce Management Team, where barriers prevent strong performance.
- Identify and effectively articulate periods where expected staffing levels vary from requirements. Work with Operational Contacts to agree actions to close variances promptly, to reduce any Customer and/or financial impact.
- Work with Operation to react to on the day changes in staffing levels, to effectively close any gaps that open due to increased absence etc.
- Work with Operational partners to ensure best use of idle time to schedule known learning and other, off phone tasks.
- Ensure 100% of agent “investment” time is delivered and where events are cancelled in favour of customer service, ensure rescheduling takes place.
- Maintain a real-time view of agent activity vs schedule vs volumes and co-ordinate action as required.
- Maintain daily diary of events/actions to play back on daily basis into Morning Service Review with Workforce Team, completing Ad Hoc tasks as required to support Service Delivery.
Working for us, works for you
- Comprehensive training with clearly defined career progression opportunities
- Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status.
We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
