Real Time Analyst

Real Time Analyst

Location:
Haywards Heath or Manchester
Salary:
£24,000-£27,000 per annum dependant on experience
Department:
Claims & Fraud
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
 

We currently have an exciting opportunity for a Real Time Analyst to join our Resource Planning team in either our Salford Quays, Manchester or Haywards Heath, West Sussex offices.

In this role you will manage the phone queues, utilising our systems and reporting to analyse performance in Real Time and make decisions on how best to flex resources between telephony and offline activities, both within the Department and using wider business areas in times of high demand, to ensure the targeted telephony service is delivered to our customers. You will give-problem solving insight and make proactive suggestions to the business as required.

To be successful in this role, you’ll need:

  • Previous experience working in a call centre setting
  • Ideally have experience using the Teleopti and Mitel systems
  • Be able to work on a rota basis within the hours of 8am-6pm

Job responsibilities:

  • Monitoring and managing agents to their published schedules on the day taking into account fluctuations in live call volumes, arrival patterns and average handling times including adherence and unplanned shrinkage.
  • To continuously flex resource throughout the day with non-phone activities to ensure the department achieves the targeted grade of service, abandonment rate and occupancy to service our customers and maintain WIP, utilizing specialist and specific knowledge of our Workforce Management System (Teleopti) and Telephony System (Mitel).
  • To confidently communicate with managers, team leaders and peer group about decisions, including rationale, around agent handling, adherence and shrinkage challenges, flagging any agent or Team Leader behaviour which could negatively impact the department results, on the customer journey and any perceived risk.
  • Liaising with IT when systems or access failures impact multiple agents, to ensure the right level of focus is applied to return the functionality at the earliest opportunity, implementing workarounds and/or diverting activity and flexing resource if possible, to maintain the service to our Customers.
  • Implementing Surge plans as required during times of extreme activity, to include other areas of the business, to agreed trigger points criteria and process.
  • Producing detailed reporting, commentary and analysis of achieved GOS and Abn Rate to key stakeholders at specific stages throughout the day.
  • Advising on suggested solutions to challenges that the business may be facing day-to-day and the implementation of those solutions in Real Time
  • Utilising the WFM system to track Intraday and Schedule Adherence to manage the teams to their assigned schedules ensuring maximum resource efficiency.
  • Ensure agents are appropriately skilled on the required lines and present to take calls.
  • Working alongside the resource planners and schedulers, booking on-the-day ad hoc offline activities
  • Monitor phone queues in real time and move agents onto phone work during busy times so service levels are consistently met. Ensure hourly summaries are updated with meaningful commentary as required
  • Ensure agents adhere to the shift rotations allocated, liaising closely with the Operations Managers and Team leaders and make process recommendations for continual improvements
  • Update and circulate detailed reporting around adherence, codes usage, and shrinkage, keeping updated logs and trackers of additional activities in an accurate and timely manner.
  • Gather and analyse workload information from e-mail inboxes, phone statistics, WFM system, ad hoc reporting and other transactional sources in order to plan daily requirements.  Support production of other real time MI analysis as requested
  • Monitor, analyse and validate real time performance data and deliver outcomes to the operation to support immediate decision making to deliver.   Liaise with the Team Leaders to promote understanding of factors impacting GOS

Job-specific competencies

Experience & knowledge

  • Knowledge and experience of working Real Time in multi-skilled call centre environments
  • Analytical expertise to provide MI and associated insight to stakeholders
  • Has previously used a WFM system, preferably Teleopti, and telephony reporting
  • Knowledge and experience of the Telephony System (Mitel) to ensure agents are appropriate skilled, prioritised and aligned to the appropriate lines.
  • Prior exposure to or/has worked closely with a resource planning team
  • Expertise in load balancing and blending of call centre resource across the various channels within call centres working independently and making unilateral decisions
  • MS office including intermediate excel

Skills & Qualifications

  • Good analytical skills utilising data from multiple platforms and sources
  • Good communication skills, both verbal and written
  • Close communication with both Managers and Team Leaders to ensure a seamless approach to the combined goal of serving our customers.
  • Good time management and organisation skills
  • A comprehensive and detailed understanding of the Teleopti WFM system, or other WFM systems
  • Ability to build positive relationships with key stakeholders
  • Intermediate Excel skills

Behaviours

  • Collaborative and takes ownership
  • Self-motivated and enthusiastic
  • An organised and proactive approach
  • Ability to work on own initiative and as part of a team
  • A flexible approach and positive attitude
  • Strives to drive business improvements to contribute to the success of the business
  • Proactive and able to work on own initiative
  • Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
  • Logical thinker with the ability to apply creative solutions to resource constraints
  • Able to make unilateral decisions under pressure
  • Confident in communicating decisions to peers and managers within the business

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

What can we do for you?


We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Talent team.

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glassdoor

86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

If it’s your birthday or you just fancy some me-time, get an extra day off for whatever you want.

Holiday Extra

We give you two opportunities each year to buy or sell up to five days of holiday.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.