Description
Are you ready to make a significant impact in a dynamic environment? Join us as a Real-Time Analyst at AXA Health, where you'll play a key role in driving our operational success. In this permanent, full-time position, you'll take a leading role in monitoring real-time performance metrics, ensuring we meet our Service Level Agreements (SLA) and that we deliver exceptional service to our members. If you have an analytical mindset, excellent communication skills, and a passion for fostering collaboration across teams, we want to hear from you!
Working Hours & Shift Pattern: Full time, 37.5 hours per week over 5 days, 7.5-hour shifts between 7.30am and 8pm Monday to Friday. We have a rotating shift pattern which includes 1 in 5 Saturdays and 1 Bank Holiday per year. You’ll earn a 5% shift allowance in addition to your basic salary.
What you’ll be doing:
* Ensuring adherence to Service Level Agreements (SLA), Average Speed of Answer (ASA), and answer rates in assigned areas, providing regular updates on any discrepancies.
* Monitoring real-time performance against schedules, proactively identifying and addressing service-level risks while keeping stakeholders informed of critical updates.
* Collaborating with planning teams to optimise staffing levels and enhance service delivery, drawing insights from operational leaders.
* Fostering excellent relationships with operational teams and Service Operations Support to promptly address IT outages and reduce disruptions for our members.
* Tracking incidents resulting in lost hours and delivering performance feedback to senior leadership, championing continuous improvement.
* Documenting processes and sharing knowledge to ensure operational continuity and supporting team development.
What you’ll bring:
Essential:
* Proven experience in real-time operations or an analytical role with sound analytical skills focusing on performance metrics.
* Ability to connect with a variety of people in a fast-paced environment while demonstrating a positive, can-do attitude.
* Well organised, excellent attention to detail with the ability to multi-task and show resilience.
* Customer focused and committed to high-quality service delivery.
* Self-motivated, professional, and adaptable to changing business demands.
* Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
Desirable:
* Knowledge of automation and AI tools would be advantageous.
* Experience of Incident Management with a thorough understanding of telephony and Workforce Planning applications would be advantageous.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
What we offer:
* Competitive annual salary of up to £30,000 depending on experience.
* 5% shift allowance.
* Annual company & performance-based bonus.
* Contributory pension scheme (up to 12% employer contributions).
* Life Assurance (up to 10 x annual salary).
* 28 days annual leave plus Bank Holidays.
* Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
* AXA employee discounts.
* Gym benefits.
To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.
Who we are:
At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses or huge corporates.
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