Real Time Analyst

We are looking for a Real Time Analyst who can join us in monitoring customer levels and optimising the customer journey with accurate resource planning, and intra-day management .

Initially offered as a 12 Month Fixed Term this role is an office based position located in Bristol so ability to commute to the office is essential.  

The Real Time Analyst role is to analyse, monitor and react to real-time staffing levels and customer contacts, to optimise customer journey in line with operational plans. To support and optimise the customer journey through accurate resource planning methodology & forecasts. Maintaining and developing resource models and tracking adherence to plans to ensure accurate planning metrics are met.

• Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment

• Optimising performance through shrinkage management and agent skill alignment to ensure operational goals are met

• Lead operational decision making with performance insight, including impact to customer journey and supporting recommendations

• Manage schedules and daily results to deliver agreed targets

• Ensure all resourcing updates are included in the daily planning and schedule management.

• Identify risks of delivering the operational plan and escalate to appropriate stakeholders, with solutions to mitigate impact to customer journey

• Produce short, medium and long term plans for Operations focusing on both supply and demand drivers

• Own intra-day scheduling and shrinkage management process through WFM and other available tools to deliver a completed schedule.

• Supporting operational teams in the process and optimisation of scheduling resource to best match customer demand.

Skills & Experience

• Strong attention to detail.

• Service and target driven.

• Confident with their own decision making

• Excellent interpersonal relationships with the ability to communicate effectively with a variety of stakeholders across different management levels.

• Problem solving capabilities.

• Proficient in the use of Microsoft Excel

• Strong organization and resource planning skills

• Confident in the presentation of both written and verbal explanations.

• Ability to work across multiple tasks at once

• Experience in a contact centre or resource planning environment

What We Can Offer

Competitive starting salary

Generous contributory pension scheme 

25 days holiday, in addition to bank holidays 

Volunteering days to assist in charity work

Sustainability Initiatives 

Generous Employee Referral Scheme (£1000)

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!