The Real Time Analyst role is an exciting opportunity to create an analyst role in the contact centre industry. The successful candidate will play a key role in ensuring the delivery exceptional customer service, ensuring that resources are effectively utilised.

Client Details

Our client is a large-scale business in the fast-paced FMCG industry. They are a market leader with a substantial workforce, dedicated to delivering top-quality products and exceptional customer service.

The Contact Centre operation is small and specialist, working with customers in written and verbal formats, this Real Time role has been newly created to implement string processes and procedures to support with efficiency's, performance and reward management and working with the leadership to establish key and achievable KPI's for the operation.

Description

This is an interim role and will include the below as a starting point.

• Working closely with leaders to ensure optimal customer service.
• Monitoring and analysing real-time workload and workforce.
• Identifying trends and providing data-driven recommendations.
• Managing work schedules for effective resource allocation.
• Ensuring compliance with company policies and regulations.
• Developing and implementing strategies for operational efficiency.
• Collaborating with other departments to achieve company goals.
• Providing training and support to team members.

Profile

A successful Real Time Analyst should have:

• A background in a Real Time / Resource Planning role within a contact centre environment
• Previous experience in implementing new processes
• Proficiency in data analysis and reporting.
• Strong problem-solving skills and the ability to make decisions based on data.
• Excellent communication and leadership skills.
• A commitment to delivering outstanding customer service.

Job Offer

• A competitive salary in the range of £40,000 to £44,000 per hour.
• The chance to work in a vibrant, fast-paced Contact Centre
• Opportunities for a permanent roles within the business
• The experience of working within a dedicated team in a large-scale business.
• The satisfaction of delivering top-quality products and services to customers.

This is a fantastic opportunity for an experienced leader in the FMCG industry. If you believe you have the necessary skills and experience, we would love to hear from you.