Real Time Analyst

Vitality, Real Time Analyst, Stockport or Bournemouth, £Competitive plus bonus and benefits We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you’ll enjoy: complimentary breakfasts; regular onsite physical and mental wellness workshops; on-site health checks; annual flu jabs and access to our full range of partners and rewards. It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members and good for you. As our Real Time Analyst, you’ll get the benefits our members enjoy, including - Our award-winning private Vitality Health insurance wellness incentive programme - Access to The Vitality Programme – Apple Watch, Ocado, Garmin, Champneys Spa days, half price gym memberships, Disney Store discounts to name a few - Personal health fund Life Assurance - Stakeholder Pension Plan with employer contribution - 25 Days annual leave Bank holidays option to buy and sell 5 more. - Flexible benefits package - Internal incentives, competitions and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime - A genuine opportunity to grow and establish a long-term career As our Real-time Analyst you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. You will be required to advise senior leaders and directors within the business and provide insight on contact drivers / trends when required. The role will provide a high degree of autonomy and is a great opportunity to work in a multi-channel team. Responsibilities as our Real time Analyst: - Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends - Develop and maintain real time models providing recommendations for improvement to meet business demands - Ensure resources are utilised to meet call volume demands; monitor work queues to identify issues and collaborate with Operations - Work within an existing team to deliver high-quality standard reporting, providing detailed analysis - Be responsible for real time decision making, ensuring service level objectives are achieved - Analysis of the days performance vs. planned performance to be able to re-forecast on an intraday basis and make recommendations - In the event of service disruption, you will be responsible for contingency plans that will deliver customer service - Perform real-time schedule maintenance in workforce management software - Work closely with Operations to improve overall schedule efficiency Skills and experience required to become our Real Time Analyst : Essential - Previous experience in real time analysis within a contact centre environment - Demonstrate high degree of ability to analyse data, using the data to drive decision making and implement effective resolutions - Self-motivated with good problem-solving skills. With a mature attitude and a willingness to assume responsibility - Excellent communication skills, both written and verbal - Excellent MS office application knowledge including Excel & Access - Experience handling large data sources - Logical and analytical thinker that can quickly evaluate information and identify key issues Desirable - Previous experience in a Workforce Management role as an RTA or Analyst - Proficient with telephony & WFM systems and MS Office suite - Advanced SQL - Advanced EXCEL and VBA Closing Date: Friday 13th March Working for Vitality as our Real Time Analyst , you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. If you feel you have the skills and experience to become our Real Time Analyst, thenplease click ‘ apply’ today.