Lead Realtime Analyst - Houghton Regis Lead Realtime Analyst Package: £44,000 - £47,000 10% company performance bonus Contract Type: Full-Time and Permanent Location: Chiswell Court, Dunstable and a hybrid way of working with a minimum of 3 days a week in the office. What you’ll be doing: The Service Management Team is a new team recently established to support the Guest Support function and the wider Whitbread business to make sure we have the right people, with the right skills at the right time to achieve our Service Levels. Whilst consistently enhancing our guest services and driving cost efficiencies, on our journey towards becoming a class leading Guest Support function. As the Realtime Lead, you will improve our capability in contact forecasting and service level management and achievement of service level goals, optimal staff utilisation and further developing best practice processes and systems (WFM / Telephony/ WhatsApp, WebChat social media and Virtual Assistants) capability. You will work closely with Forecasting, Reporting & Insight and Quality & Development colleagues to ensure staff allocation and contact routing meets both demand and quality of service, and you will review and assess all real time and off-line activities to ensure service level protection and provide continuous improvement reviews to drive real time best practice methodologies. Why you’ll love it here: Healthcare : Individual & Family BUPA healthcare 10% matched pension Discounts : Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand. What you’ll need: Proven experience of WFM systems. Good Excel and analytical skills. Ability to work and be resilient in a fast paced and changeable environment. Experience of working in Omni Channel Contact Centres. Ability to develop the framework, routines and processes to establish a best-in-class WFM function Be part of our Contact Centre team at Whitbread From the moment you enter you feel the energy, pace and excitement. These are the people finding the right solutions and delivering the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe. LI-SF1