Real Time Analyst
About the Company
This is a well known organisation within the finance sector. You will be reporting to the Workforce Manager and be part of a wider sales and support team.
About the Role
This role is all about providing real time management support for this busy contact entre. You will be part of a tight-knit workforce management team and provide real time queue management.
Your day to day will include
Real time queue and contact management
Make recommendations based on incoming queries (both voice and email) to ensure optimum service levels are achieved
Provide real time schedule optimisation for voice and email
Real time schedule optimisation based on current customer contact
Providing scheduling and report when and as requires
You will be naturally analytical and curious, with the ability to forward forecast based on current data.
Previous real time experience is desirable for this role ideally within a contact centre environment.
To find out more, please get in touch with Lidya Paljk on 0226188339 for a confidential chat, or by email on Lidya@tribegroup.com
At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.
At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along…