Chums are a successful and expanding independent family-owned ecommerce and mail order company based at the Knowsley Business Park, Liverpool. Chums has been trading since 1981 and targets mature customers in Menswear, Ladieswear, Footwear, Home and Mobility products across multiple channels and an ever-growing range of digital channels.
Summary:
The RTA (Real-Time Analyst) will be a crucial part of The Resource Planning team. The RTA will be responsible for real-time monitoring of service levels and site performance during BAU to ensure effective management of the incoming and outbound phone, chat, and email volume. The position will have high impact and visibility into the operations teams. Responsible and accountable for the utilisation of FTE to maximise performance by reducing abandon rate, demonstrating strong decision-making skills, be able to execute at speed using initiative.
What will you be doing:
1. Daily real-time monitoring of performance for all queues at all locations. Contacting Team Leaders and other operational leaders when frontline colleagues are not adhering to schedule.
2. Interact with suppliers to understand SLA for any outsourced lines, react as necessary.
3. Oversee agent performance from all teams at all sites.
4. Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
5. Communicate changes to incoming contact patterns to operations and the broader Resource Planning Team.
6. Real-time communication with the Resource Planning team and operations when changes need to be made.
7. Support changes within routing profiles, sometimes independently.
8. Update, own and publish relevant reports with consistency, demonstrate operating in control, drive and illustrate the performance of the service with clear information.
9. Build and maintain strong relationships with key stakeholders from all sites to ensure objectives are met.
10. Review and process availability/holiday/adhoc requests in real-time.
11. Provide assistance to the Resource Planning team as needed.
12. Floor walking the operation providing visible real-time support.
13. Locking up and assisting with cover on weekends and evening shifts when required.
What you will need:
1. Experience in a resource planning role.
2. Advanced excel skills are required in this role.
3. Driving platform performance for optimum results.
4. Maximise capacity, maintain/reduce operating costs.
5. Ability to challenge and work with initiative.
6. Confident communicator both verbally, orally and written.
7. Agile, can execute at speed by using the right methods of communication.
8. Comfortable challenging upwards to Team Leaders and Operational Leaders.
9. Analytically minded.
10. Working flexibly around Operational hours.
11. Able to work weekends.
What you will get in return:
* Free parking
* Hybrid working (after probation)
* Employee assistance program
* Staff discount
* Medical cash plan
* Free tea and coffee
* Discounted Gym memberships
* Cycle to work scheme
* Employee pension scheme
* Additional holiday entitlement
* Length of service awards
Job Type: Fixed term contract
Contract length: 11 months
Pay: £26,000.00-£29,000.00 per year
Benefits:
* Casual dress
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
* Referral programme
Schedule:
* Weekend availability
Work Location: In person
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