Real Time Analyst

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Overview

The Real Time Analyst position at Lifeplus presents an opportunity for professionals seeking to delve into operational effectiveness within the customer service domain. Established over 30 years ago, Lifeplus is recognized for manufacturing high-quality nutritional supplements, emphasizing holistic well-being. The organization is dedicated to fostering a community of wellness by engaging both customers and employees alike.

Job Purpose

The primary objective of the Real Time Analyst is to support the Operations team by managing and monitoring daily activities in real-time. This role is pivotal in ensuring the effective use of resources so that best-in-class customer service is achieved efficiently. The Analyst will supervise various operations in real time, focusing on customer contact behavior variations and forecasting discrepancies to assist the Operations team in meeting their Service Level Agreement (SLA) targets.

Key Responsibilities

The successful candidate will be responsible for numerous tasks, including but not limited to:

• Monitoring all telephony queues in real time to ensure that Key Performance Indicators (KPI) goals are achieved throughout the Contact Centre's operational hours.

• Managing the daily tactical plan by identifying potential issues and providing solutions to avert concerns.

• Utilizing operational tools and applications for in-depth analysis of demand, volume, average handling time (AHT), and staffing impacts.

• Conducting daily management information (MI) reporting on previous day’s performance and leading a meeting to discuss performance metrics and expectations for the day.

• Maximizing resource productivity by overseeing code usage, agent occupancy, and managing off-phone activities.

• Driving real-time adherence by comparing expected capacity against actual performance to meet service levels and efficiency metrics.

• Keeping all stakeholders informed throughout the day regarding forecast accuracy, performance metrics, hotspots, concerns, and actions taken to remediate issues.

• Addressing and inputting intraday corrections for agent time off and absentees into relevant systems.

• Identifying abnormal scheduling or demand problems and escalating issues accordingly.

• Communicating changes to incoming contact patterns to both Operations and the broader Work Force Management (WFM) team.

• Providing supportive assistance to the WFM and Operations team as necessary.

• Initiating and coordinating trouble tickets while escalating any technical or systems issues as required.

• Maintaining a proactive approach in meeting personal SMART objectives throughout the year.

Candidate Profile

Candidates pursuing this role should possess a flexible mindset and an enthusiastic attitude toward their responsibilities, demonstrating a notable attention to detail. Requirements include:

• A strong background in real-time management within a Contact Centre environment.

• Familiarity with reporting systems, WFM tools, and VOIP telephony platforms such as PowerBI, Verint, and Puzzel is ideally preferred.

• Ability to build strong working relationships across various levels of the organization while being a collaborative team player.

• Aptitude for managing personal workload independently and effectively challenging existing processes when necessary.

• Strong observational and analytical skills to identify trends and underlying issues.

• Ownership mentality coupled with solution-oriented thinking.

• Excellent communication skills and proficiency in the Microsoft Office suite—particularly Excel.

Company Values

Lifeplus encapsulates several core values, including:

• Sharing knowledge generously, alongside active listening and integrity.

• Embracing transformation and improvements, emphasizing the importance of learning through experiences.

• Maintaining a strong commitment to quality in all tasks.

What Lifeplus Offers

Lifeplus is committed to supporting its employees' well-being by offering a variety of benefits, such as:

• A contributory pension scheme of up to 6%.

• Various opportunities for purchasing and selling holidays.

• Discounts on gym memberships.

• A contributory hospital and health cash plan.

• A Cycle2Work scheme and eye care vouchers.

• Free monthly nutritional and personal care products from Lifeplus.

• Life assurance benefits.

• Discounts at numerous leading brands and retailers.

Work Schedule

The position operates on a full-time basis, covering 37.5 hours per week between the hours of 07:00 and 20:00. Employees will follow a rotational shift pattern, specifically from 07:00-15:15 or 11:45-20:00, ensuring flexibility in meeting operational needs.

Workplace Environment

This role will be based at Lifeplus House, located on Little End Road in St Neots, Cambridgeshire, and comes with the possibility of hybrid working arrangements, promoting a balanced work-life integration.

Additional Notes

Given the responsibilities and expectations outlined for the Real Time Analyst position, candidates should understand that the job description may evolve. The successful applicant will also need to undergo a criminal record check, ensuring a trustworthy and reliable workforce at Lifeplus.

The opportunity for candidates lies in their ability to meet challenges head-on, contribute positively to team dynamics, and ultimately foster a community dedicated to wellness.

This job offer was originally published on jooble.com