Realtime Analyst
CurrentResponsible for the management of service levels across all areas of customer contact through effective monitoring of work queues, advisor activity and adherence as well as organising schedule changes. Analysis of customer contact delivery against forecast, agent real time performance, and planned shrinkage against forecast in conjunction with the Forecasting, Scheduling and MI AnalystsEnsuring weekly Planning & Performance and Hourly Reports to the wider Contact Centre are fully comprehensive and serving their purpose consistently. Providing up to date insight on all of the Contact Centre department’s metrics, thereby fostering an analytical approach to enhance both Realtime and overall performance.Delivering an enhanced service to both our internal and subsequently external customers, focusing on guidance with more complex queries, tasks and emails ensuring they are dealt with on first response whenever possible. Reducing costs though a well organised, efficient, and thought-out approach to problem solving.
