Workforce Management Real Time Analyst - #1802688
Conduent
Date: 17 hours ago
City: Leeds
Contract type: Full time
Work schedule: Full day
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Workforce Real Time Analyst
Contract: Full Time Permanent
Hours: 37.5 hours per week. Shifts: 37.5 hours per week, rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm
Site: Office-based at Leeds, LS11 5BD
Salary: £25,000 to £28,600 (DOE)
The Real Time Analyst will oversee advisor schedules in our busy, high volume, contact centre in Leeds. This position will play a key role in optimising service delivery, minimising downtime and ensuring accuracy of advisor schedules in the Workforce Management system. Key to the role will be monitoring real time service levels and suggesting and making changes to workflows to aid the support of our clients’ customers. The RTA will also be responsible for producing reports for the Management Team and correlating these across multiple functions (recruitment, finance etc.)
Key Responsibilities:
Monitor real-time department requirements, advisor schedules and daily adherence
Ensure that advisor schedules are up to date with codes such as annual leave, sickness, lateness etc.
Liaises with the Management team throughout the day to ensure reporting and system accuracy
Ensures that services levels are maintained above the agreed levels or optimised in instances where service may be close to SLA’s
Manage enquiries from the Management team, advisors, and other stakeholders within the business
Make recommendations to the Management team on staffing requirements, time of over/under staffing
Producing reconciliation reports that you will check for accuracy and feed through to the HR team
Support with the reporting, recording, and tracking of department wide system challenges
Essential Skills:
Excellent attention to detail
Be a proactive problem solver
Proficient Microsoft knowledge and skill
Excellent time management skills and experience of working to deadlines.
Must be able to adapt quickly to changing requirements of the call centre
Good social skills with a positive attitude towards overcoming obstacles whilst maintaining a
professional manner
Work Experience:
Demonstratable experience of working in a high touch customer service environment
Knowledge and experience working with contact centre telephony and workforce management
tools
What we offer you:
33 days annual leave (including bank holidays)
Life Assurance x 4 annual salary
Private Dental Plan
Private Medical Insurance (Aviva)
Income Protection Scheme
EAP including local discount
Excellent Online Learning Platform
Cinema Society Discounts
Apprenticeships
Free Eye Tests
Mentoring Programs
Travel & parking information:
We are based a short 10–15-minute walk from Leeds railway station.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.
At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.
Workforce Real Time Analyst
Contract: Full Time Permanent
Hours: 37.5 hours per week. Shifts: 37.5 hours per week, rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm
Site: Office-based at Leeds, LS11 5BD
Salary: £25,000 to £28,600 (DOE)
The Real Time Analyst will oversee advisor schedules in our busy, high volume, contact centre in Leeds. This position will play a key role in optimising service delivery, minimising downtime and ensuring accuracy of advisor schedules in the Workforce Management system. Key to the role will be monitoring real time service levels and suggesting and making changes to workflows to aid the support of our clients’ customers. The RTA will also be responsible for producing reports for the Management Team and correlating these across multiple functions (recruitment, finance etc.)
Key Responsibilities:
Monitor real-time department requirements, advisor schedules and daily adherence
Ensure that advisor schedules are up to date with codes such as annual leave, sickness, lateness etc.
Liaises with the Management team throughout the day to ensure reporting and system accuracy
Ensures that services levels are maintained above the agreed levels or optimised in instances where service may be close to SLA’s
Manage enquiries from the Management team, advisors, and other stakeholders within the business
Make recommendations to the Management team on staffing requirements, time of over/under staffing
Producing reconciliation reports that you will check for accuracy and feed through to the HR team
Support with the reporting, recording, and tracking of department wide system challenges
Essential Skills:
Excellent attention to detail
Be a proactive problem solver
Proficient Microsoft knowledge and skill
Excellent time management skills and experience of working to deadlines.
Must be able to adapt quickly to changing requirements of the call centre
Good social skills with a positive attitude towards overcoming obstacles whilst maintaining a
professional manner
Work Experience:
Demonstratable experience of working in a high touch customer service environment
Knowledge and experience working with contact centre telephony and workforce management
tools
What we offer you:
33 days annual leave (including bank holidays)
Life Assurance x 4 annual salary
Private Dental Plan
Private Medical Insurance (Aviva)
Income Protection Scheme
EAP including local discount
Excellent Online Learning Platform
Cinema Society Discounts
Apprenticeships
Free Eye Tests
Mentoring Programs
Travel & parking information:
We are based a short 10–15-minute walk from Leeds railway station.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.
At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.
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