Real Time Analyst

About The Role

RAC have an exciting opportunity for a Real Time Analyst to join our Performance Team in our accomplished Sales Operations Contact Centre in our iconic Bradley Stoke office.

Do you have strong people skills , with an ability to identify coaching requirements ? Are you inquisitive and always looking for ways to improve ? This could the role for you!

As a Real Time Analyst you'll be supporting the real time performance of the RAC Sales Operations Contact Centre, ensuring that all SLA's and KPIs are achieved efficiently, as well as assisting the delivery of performance plans.

This is full-time permanent position, paying up to £30,000 per year, working 35 hours per week, covering the full opening hours (08:00-20:00) on a 2 week rota to include alternate weekend working.

Benefits and rewards: At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you'll have all these extra benefits:

• Eligibility to join our bonus scheme
• Holidays - 25 + Bank Holidays
• Option to join RAC's Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments
• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household
• Car salary sacrifice scheme - after 12 months of employment, where you'll enjoy significant tax savings, including electric vehicle options
• FREE RAC Ultimate Complete Breakdown Service from Day One
• Access to Orange Savings, our online discounts portal offering 1000's of savings on high street retailers, supermarkets, holidays, tech and much, much more

When you join us you will automatically be opted into our Colleague Share Scheme, called 'Owning it together ' . This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

What you'll do...

• Accountable for delivery of contact centre KPIs
• Monitor and manage telephony performance throughout the day, reacting to tactical planning
• Instigating contingencies as needed to protect telephony service levels
• Communicating changes and telephony performance to the plan to team managers, seniors and agents
• Responsible for authorisation of down-time
• Absence tracking
• Walk the floor on standby to support colleagues - and monitor adherence, AHT
• Monitor and manage high call work, talk time, hold, and outbound, to see if support is required
• Deal with enquires on the RTM phone & coach colleagues to find a solution & enhance colleagues skill sets
• Identify training opportunities and inform Team Managers
• Highlight code of conduct issues to Performance manager
• Understand, manage and provide insight on the rise and fall of our queue SLA's.
• Escalate and co-ordinate technology impacting incidents, invoking continuity plans to ensure impact is minimal
• Challenge non-adherence and ensure agents/managers are aware of instances as they happen
• Performs analysis to determine any variance against plan and recommend changes to future resource planning
• Update the generation of real time reports to Management Team throughout the day (10am, 2pm and 5pm)
• Provide any real time analysis as required and feed into planning team to increase accuracy of forecasts
• Share regular performance updates with key stakeholders via email and daily plan
• Utilise initiative to ensure the most cost effective way to increase hours on the phone
• Develop own self and maintain knowledge in resource planning, including technology and best practice

This role will suit someone who is able to communicate at all levels and build effective relationships quickly. Having a good knowledge and understanding of contact centre metrics will help you succeed as an RTA.

The successful Real Time Analyst will:

• Have the ability to make decisions that can impact on performance and cost budget with sound reasoning & logic
• Be self-motivated and target driven
• Be a strong team player
• Solutions focussed
• Have a proven track record of building strong relationships across multiple hierarchical levels and teams
• Have a good working knowledge of FSA and compliance procedures

Together we are all #OrangeHeroes . Be a part of our journey !

We're committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.

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Location: Bristol, GB

Posted Date: 11/27/2024