Real Time Analyst - Flexible Working Available
This new opportunity will deliver on real time support for resource allocation & CSA activities in the Customer Service Centre. To help towards the department achieving targets, including being within SLA across all contact channels.
The role will work with the Resource Planning & MI Manager to prioritise demand and assign customer service advisor resource where it is needed, assessing requirements and taking proactive steps throughout the day to maintain targets. As well as providing insight on metrics such as adherence and contact peaks and falls, the role will also be required to provide recommendations for efficiencies and improvements.
The successful applicant will be resilient, able to demonstrate excellent organisational skills and have the ability to work proactively in a fast-paced target driven environment. Proven track record & experience in a Real-time analyst role is desirable along with having excellent communication and influencing skills. The ability to quantify numerical data and translate to various stakeholders, and being a strong analytical & strategic thinker, is also essential.
Full role profile is attached.
If you believe you have the qualities we are after and are interested in working for an organisation that can really make a difference to people’s lives, then please apply without delay.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.