Glasgow Permanent £10.06ph

Job description

We are looking for a Real Time Analyst to join the Resource Planning team. This role is open to candidates who wish to enter the world of Resource Planning. 

The successful applicant will be helping go-centric in continuous analysis of current performance, noting recent historical trends, assisting Team Leaders with scheduling and much more. 

If you feel you have the relevant experience and transferable skills for this role, hit 'apply' and a member of the recruitment team will be in touch. 

Responsibilities

  • Monitor our contact centres communications and service levels on a real-time basis to identify situations and where additional resources may be needed to maintain service levels
  • Perform continuous analysis of current performance, noting recent historical trends
  • Produce communication volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations
  • Appropriately forecast and account for growth due to seasonal variations, portfolio growth, and special events. Ensure that impacts to the business are captured and analysed, and all recommendations on staffing delivered in a timely manner
  • Partner with other teams to understand the key drivers of volume and incorporate volume drivers into forecasting and planning efforts
  • Monitor agent administrative times and take action to notify agents that they have exceeded their allocated administrative time
  • Monitoring of agent code usage to ensure accurate and efficient usage
  • Maintain an accurate event log using root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
  • Assist Team Leaders with scheduling

Competencies

  • Ability to analyse data and using the data to drive decision making
  • Must be a skilled problem solver to determine effective solutions quickly
  • Skilled at performing comfortably in fast-paced, deadline and detail-oriented work Excellent communication skills in both spoken and written English
  • Proficient at successfully executing many complex tasks at once
  • Extremely accurate in the entering and presenting of data.

Experience

  • Experience and understanding of contact centre operations
  • Desirable experience using work force management tools and software
  • Experience using Microsoft applications in a business environment Essential Skills

We Offer:

In return for your hard work, you will receive a great deal of recognition for your work, but we also offer several tangible benefits such as:

  • The opportunity to gain further qualifications through external training
  • Excellent career progression and training opportunities
  • Employee pension
  • A great working environment with a fantastic team of people
  • Management programme 
  • Working from home permanently 

Hours: 40 hours a week 

Disability in the Workplace:

Please note, go-centric are a certified Disability Confident employer, and subscribe to the guidance in the Two Ticks Scheme. Under the Equality Act 2010 we, as the employer, are legally obligated to interview anyone with a disability that meets the minimum criteria for the post, offering any reasonable adjustments that may be required in order to complete the recruitment process and/ or the role itself. For more information regarding this please visit: www.direct.gov.uk/en/DisabledPeople/Employmentsupport/LookingForWork/DG_4000314 To disclose any information regarding a disability that requires additional support during the recruitment journey, i.e. Job Descriptions in large print, please contact the Recruitment Department by emailing recruitment@go-centric.co.uk or by calling 0333 014 4401.

Start date Flexible
Location Glasgow
Salary £10.06ph
Hours per week 40
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