Administration

Real Time Analyst

Full Time Permanent

Location: Deeside

Salary: £24k-£30kDOE + benefits

Hours: Monday – Friday 7.45am – 3.45pm

Benefits

* 25 days holiday, plus 8 days bank holiday

* 15% store discount, 30% club individual restaurant discount

* Free parking

* Double discount weeks

* Highly subsidised restaurant onsite with their own Michelin Star Chef!

* Subsidised Costa onsite

* Discounted gym membership

* Charity fundraising events

* Educational sponsorship

* Enhanced maternity/paternity leave

* Long service awards

* Reward and recognition

* Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!

Are you an experienced Real Time Analyst who wants to work for an award-winning Retailer?

An opportunity for a proactive Real Time Analyst to join a Retailer in their Customer Contact Centre, working for a company that have regularly appeared in the Top 10 of Best Companies to Work For.

* Responsible for scheduling up to 100 Customer Service Agents using historical and real time information to ensure effective coverage

* You will be responsible for managing/planning workflow to ensure the contact centre has the capacity to meet customer demands

* Taking a proactive, tactical approach identifying any potential workflow risks and make relevant amendments to rotas

* Scheduling rotas ensuring workforce management plan will be able to support the operational and customer demands. Ensuring shift balance requirements are at the correct capacity

* Effective scheduling and planning to meet call volumes, cover holidays, sickness, peaks, seasonal peaks, overtime and unexpected demand

Candidate Requirements

* Previous experience working within a similar role in a contact centre environment

* Experience using planning software Q-Max, IEX or similar is essential

* Proactive approach

* Ability to work in a fast-paced environment managing a busy and demanding workload

* Exceptional communication skills

* Own transport would be ideal due to the location

* Flex to work ad-hoc weekends during peak

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