Real Time Analyst

MSXI recruitment
29 Aug 2017
28 Sep 2017
Contract Type
Full Time
MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability.

Currently we are looking to fill the position of:


The UK Customer Relationship Centre is a part of the UK NSC Customer Service function. This function is the owner of the operational relationship with the UK Retailer Network on all matters relating to Customer Satisfaction and Aftersales Revenue & Profitability. The function is a dual brand role and its core responsibility is to deliver an Industry Leading Ownership Experience that supports the long term sustainable business growth of both the Jaguar & Land Rover Brands.

Main purpose of the role:
To support our Operation with regards to real time service level monitoring and scheduling for our Customer Relationship Centre, working closely with the Workforce Management Analyst influencing the daily operation in order to manage the day to day contact volumes and service levels within the Customer Relationship Team. Through the use of Cisco Telephony and internal MSXI tools, you are responsible for managing all real time impacts to volumes and staffing levels and to create awareness and drive a sense of urgency with Team Managers and Deputy Team Managers. This role is ideal for an analytic customer service professional with experience in a contact centre environment.
Candidate Responsibilities:
Monitor intraday performance for the CRC to ensure maximum operational
efficiency with available staffing.
Accountable for the management of the intraday and real time seat capacity and FTE utilization across multiple teams in order to consistently deliver high quality service performance level for customers ensuring that all contacts are handled effectively and the team is effectively resourced.
Using the Workforce Management tools available, accountable for monitoring Case managers activities and behaviours real-time ensuring that excessive or inappropriate exceptions are highlighted to the Team Manager and Operations Team in a decisive manner to protect service performance.
Accountable for proactively maintaining and monitoring schedules ensuring Case Managers adherence is maintained ensuring performance is not compromised. Capture and highlight deviations to line managers as appropriate.
Analysis of real time service levels & performance continually seeking ways to improve efficiencies.
Develop and maintain strong working relationships with colleagues, working together to drive operational performance by being the main point of contact for operational managers with regard to service level and real-time issues.
Candidate Specification:
1 year+ experience within a contact centre environment
Excellent knowledge of Microsoft Excel
Good understanding of the role Workforce Planning and Intraday Management plays in a Contact Centre environment
Excellent proven communication skills, verbal and written
A high degree of energy, drive and enthusiasm
Ability to multi-task including organizing and prioritising required tasks effectively and to tight deadlines in a high pressure environment
Ability to produce and interpret MI reports to all levels of management.
Ability to identify the best course of remedial action to support service delivery
Excellent influencing and relationship skills/interpersonal skills including the ability to influence and persuade other people without direct authority.
Good numerical reasoning, attention to detail and accuracy with the ability to track service level performance, identify and report trends in service level performance
Reporting to
Workforce Management Analyst
Working hours
Monday to Friday (40 hours per week)
What we offer
Competitive salary
Free parking
Other company benefits:
o 25 days annual leave (pro rata)
o Company contributory pension plan
o Cash back health care scheme (benefit value approx. £675)
o Life assurance
o 20 days full pay sick days (after three months service)
o Salary exchange childcare voucher
o Car salary exchange scheme

Email your CV to Emily Stevensonon *********************

MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity