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Real Time Analyst job description
Job Summary-Real Time Analyst job description
Main responsibilities-Real Time Analyst job description
- Ensuring that optimum service levels are achieved within the UK Customer Service Centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance
- Tracking system and process down time across market and report back monthly on trends to senior management with a view to drive down lost time
- Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)
- Accurately collating of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations which aid local MIS
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Analysing, monitoring and reacting to real-time staffing levels and call volumes, busy lines, production issues and the optimisation of skill sets to avoid development of call queues and raise any issues to local Management Team
- Variance reporting to customers, to enable them to make timely decisions about planned off line activities and outages
- Maintaining the various databases identify skill set shortages for short-term training requirements.
- Maintaining positive relationships with internal Customers and outsourced Vendors to ensure that joint goals are met
- Ad hoc tasks to support the business
Knowledge, Skills and Abilities-Real Time Analyst job description
Required Qualifications
ability to influence and persuade other people without direct authority
attention to detail & the ability to identify trends in service level performance
ability to identify the best course of remedial action to support service delivery
PC Literate with MS Excel experience
ability to multi-task in a high pressure environment
experience of tracking & reporting service performance
knowledge of the business is preferred
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Real Time Analyst job description
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