CCP are delighted to be supporting an expanding independent organisation with the appointment of a Real Time Analyst on a full-time basis. You will play a crucial role as part the Resourcing Planning team, monitoring service levels and site performance within the omni channel contact centre. You will be responsible for maximising performance and efficiency, demonstrating initiative and strong decision-making skills.

Do you possess a positive, can-do attitude and enjoy working in a busy, contact centre environment?
Are interested in working as Real Time Analyst for a successful family-owned retail brand?
 
This is a full time, onsite role working 5 days a week (Tuesday to Saturday) with an element of flexibility around start time. The office is best accessed by car with free parking on site.

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.

Experience and Skills:

• Experience in or a real desire to work in a similar role.
• Advanced Excel skills.
• Inquisitive and analytical minded.
• Confident communicator, both orally and written.
• Comfortable to challenge upwards, to Team and Operational Leaders.
• Maximise capacity, maintaining and reducing costs.

Benefits:

• Free onsite parking.
• Staff discount.
• Medical cash plan.
• Discounted gym memberships.
• Pension.
• Additional holiday entitlement.
• Cycle to work scheme.
• Progressive culture.
• Collaborative working environment.

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.
 
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. CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces.