MI/Real Time Analyst (Coventry City Centre)

Recruiter
SiTEL
Location
Coventry
Salary
From £17,000 to £21,000 per annum + Corporate Benefits
Posted
06 Oct 2017
Closes
20 Oct 2017
Sector
General
Contract Type
Full Time

MI/Real Time Analyst

Full Time: 37.5 hours a week between 9am-5:30pm Monday-Saturday.

Salary - £17,000 – £21,000 per annum (negotiable – dependent on experience).

Sitel Coventry has a fantastic opportunity for an experienced MI/Real Time Analyst to join our busy, vibrant team in the City Centre. Our successful Analyst will support with scheduling, reporting and process improvement.

The Role

·Track and report Real-time Schedule Adherence to operations

·Monitor Blue Pumpkin/IEX adherence to ensure agents sign in correctly for shift start.

·Continuously update BP/IEX on a daily basis with agent changes such as sickness, late, AWOL etc.

·Make real time decisions and changes that are in line with the business objectives and priorities, including:

  • Break optimisation
  • Leavers process
  • New Hire and Graduation Bay entries
  • Shift swaps and overtime
  • Maintain Annual Leave database
  • Authorised absence and Emergency Leave
  • Long term and future events such as Long term Sickness and Training
·Provide the Management Team with regular, accurate and relevant business management information with innovative suggestions for performance improvement

·Work under pressure and to tight deadlines with minimal supervision.

·Understand and ensure compliance with all company and client security requirements

·Perform any other reasonable duties that may be requested

Typical Qualifications:

Not essential

Experience Target:

Minimum of 12-18 months call center experience, minimum 3 months resource experience

Skills:

·Very good analytical skills

·Ability to work under pressure to tight deadlines

·Ability to work independently on a frequent basis

·Self-motivated and flexible in working hours according to workloads

·Extremely accurate in the entering and presenting of data

·Excellent verbal, written communication and influencing skills.

Knowledge/Abilities:

·Ability to organize your workload, set priorities and multi-task, effective management of time

·Prior experience of a WFM Tool – BP/IEX or other would be an advantage.

#whysitel?

SITEL is a global telecommunications firm that works in partnership with big brand names and well known clients. Working in partnership with firms which pride themselves on delivering a premium service, SITEL provides first rate customer service and telecommunications solutions to further our client’s customer service practice and ethos.

With sites stretching from Canada to New Zealand and over 72,000 associates worldwide, SITEL provides a dynamic and supportive environment within which to work, develop and progress.

Benefits

·20 days holiday + statutory bank holidays

·Excellent Career Opportunities & award winning training programmes

·Free NVQ’s onsite

·Eye Care Vouchers

·Pension schemes

·Corporate discounts

·Childcare Vouchers

·Fruity Friday! Free fruit every week

·Competitive salary package


This job was originally posted as www.totaljobs.com/job/76080603