Description
Hastings Direct is one of the fastest growing insurance companies in the UK, providing car, van, home and bike insurance to over one million customers as well as a full range of additional products and services. Our growth plans are ambitious - we want to protect one in ten of all UK insurance customers by 2020 and with a customer joining us every 45 seconds we have high hopes to achieve this. We are committed and proud to offer our customers the best value products combined with first class customer service. Based in Bexhill-On-Sea on the South Coast with over 1500 staff at our HQ we are currently seeking a Freelance Real Time Analyst to join the team for an initial 3 month contract that is likely to be on-going.
Position Summary:
Responsible for managing and reporting intra-day management processes in support of contact centre operations to achieve the business objective of maximizing efficiency and occupancy.
Contribute to consistently achieving service level goals by Real Time management of call centre resources. Providing leadership teams with timely, accurate reports on intraday performance and impacts.
Major Duties:
Report CR and CS intraday service levels relative to acceptable goals.
Monitor Real Time adherence to schedules for call centre associates.
Initiate escalation procedures when KPI thresholds are exceeded.
Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
Create and present Real Time Management information requests
Basic Qualifications
Strong analytical and organization skills, including trend analysis.
Proficient wit`h time management.
Ability to plan, prioritize and organize effectively/detail-oriented.
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
Excellent written and verbal communication skills are required to interface effectively with staff, management, and other internal stakeholders
Experience in Root Cause Analysis
Experience in manipulating data gleaned from CMS Avaya platform
Experience of working in an 800+ seat call centre
Preferred Qualifications
Two years of solid call center experience or one year of workforce management experience required.
2+ years experience of working with one or more workforce management systems such as Avaya.