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:
1. Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily, and real time basis to maintain exceptional service levels.
2. Data led real time analysis to ensure employee schedule adherence and tracking of off phone duties.
3. Identifying trends and reporting to the Resource Planning Manager to improve call handling times and productivity within the contact centre.
4. Recognise any live issues that may be impacting the customer journey and contact volumes.
5. Collaborate with other business areas such as CRM and Marketing to forecast any events or promotions that may influence customer contact and service le...