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Real Time Analyst

  • Type of work: Permanent
  • Location: UK Wide
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About the role

The Role:  

Go-centric are looking for a Real Time Analyst to join our Resource Planning team and help deliver effective solutions and creative, innovative scheduling to meet the demands of our dynamic workforce and growing business. Take a look at the job description and hit "apply" if you think this could be your next role. 

Go-centric is a dynamic Business Process Outsourcer (BPO) based in Glasgow’s city centre. We pride ourselves on being a people-centred business; with every one of our ever-growing team striving to provide an excellent customer experience on behalf of our clients. 

We are ambitious and we have high expectations when it comes to delivering operational excellence, with each of our highly trained contact centre personnel being highly competent, intelligent and empathetic multi-taskers who deliver service with passion, professionalism, and integrity, setting us apart from our competitors and exceeding our client expectations.  

Every one of our experienced, skilled, and talented people contribute towards the same goal, delivering the highest standard of client and customer focused, operational excellence.  

To maintain our continuous improvement strategy, we offer excellent training and progression opportunities for people who want to grow and develop their career and the team.  

We want you to become a crucial part of the go-centric vision; to create a partnership that helps organisations meet their operational challenges through the provision of contact centre operational excellence and continuous improvement.  

Our Real Time Analyst will be responsible for real time monitoring of service levels and the performance of our contact centre to ensure effective management of the incoming and outbound communications. The role will involve data analysis, trending, and preparation of contact centre performance reports which will be used to identify opportunities to improve productivity, efficiency, and customer satisfaction. The successful candidate will actively support operations by creating forecasts and providing recommendations to optimise resources to meet budget requirements and ensure that go-centric continues to successfully meet our client service levels.   

Key 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 

  • Consult with management across the business to determine best course of action to fill resource needs/maintain service levels and redeploy resources where necessary  

  • 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  

  • Build and maintain strong relationships with key stakeholders from all campaigns to ensure shared objectives are met 

  • Assist Team Leaders with scheduling 

Essential Experience:  

  • Proven experience as a Real Time Analyst in a similar environment 

  • Experience and understanding of contact centre operations 

  • Experience using work force management tools and software  

  • Experience using Microsoft applications in a business environment 

Essential Skills:  

  • 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. 

 

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 

Hours: 40 hours a week 

To Apply:  

Please attach an up-to-date CV and describe your relevant experience and interest in the position in the ‘additional info’ box below.  

Once you have applied, please go to go-centric.co.uk/home-agent/ and follow the instructions to upload your Speed Test and Work From Home (WFH) Environment.  

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.