Real Time Analyst - Just Eat Takeaway.com

Job content

Concentrix recruiting Real Time Analysts for Just Eat Takeaway.com
Department: Customer Services
Reports to: Real Time Analytics Lead
Location: Sunderland, North-East England
Salary: £34,000
Your contract of employment will be with Just Eat Takeaway.com
The Opportunity
Real Time Analysts are key members of the WFM team, responsible in real time for optimising contact centre performance across the hours of operation, to balance meeting demand to deliver on contact centre KPIs with employee engagement factors that will contribute to higher tenured staff who are more engaged with the business.
Ahead of the operating day you will work with operations, technology and other planning teams to establish and maintain your real time toolkit, refining in advance what levers you can pull to what extent under what conditions.
In real time, through monitoring all demand and supply activity the RTA demonstrates knowledge and exhibits strong decision-making skills in executing real time action plans.
You are analytical in nature and can decide and communicate quickly and effectively within the approved scope of real time operations.
You will build solid relationships with our internal cross-functional team including planning and operations but also with technology to deliver real time support during times of platform outage or other technology incidents.
Key Responsibilities

Ensures adherence to agent schedules where doing so is seen to optimise the

balance of employee engagement and contact centre performance

Inputs intraday corrections and exceptions into systems for agent time off and absences

Monitors inbound volume and WIP for unusual activity to ensure staffing needs are met

Recognize abnormal scheduling or demand issues and escalate as necessary

Initiates and coordinates trouble tickets and escalate issues as required

Prepares standard and ad hoc reports for agent availability effectiveness

Monitors and resolves agent availability concerns via face-to-face

communications, phones, and messaging applications with agent(s) and
command centres where applicable.

Participate in strategic meetings with Operations and managers

Be an ambassador for Centralized WFM function for Intraday Management

Delivery of all designated reporting activities as detailed by Service Menu to agreed

timescales and quality both internally and externally if required.

Help develop WFM staff in order to enhance performance delivery, meet KPI

obligations and maximize staff retention.
Your Profile & Experience

Proficient in resource scheduling/intraday management applications in particular Teleopti

Ability to multitask and meet timelines on deliverables

Proficient in Microsoft Office or Google Docs

Detail oriented and accurate in execution

Good analytical, numerical and problem solving skills - balanced with empathy and the ability do make multi-dimensional decisions

Ability to respond quickly and logically in a fast-paced environment, making

accurate decisions under pressure

Strong team building and leadership skills, including strong logical thought

processes.

Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.

Ability to extract, manipulate and present data from WFM application/manual

platform.

Ability to re-prioritise, delegate and set expectations to internal customer

satisfaction.

Ability to manage intraday activities on volume, KPI and productivity in both a front and back office-operating environment.

Ability to conduct a full root-cause analysis on operational performance, with

ability to turn findings into a robust improvement plan

Ability to work independently with minimal supervision, meeting multiple deadlinesin a high-pressure environment.

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds