Real Time Analyst

16 Feb 2019
03 Mar 2019
Contract Type
Full Time
Vitality, Real Time Analyst, Bournemouth OR Stockport, £Competitive + Bonus + Benefits

Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business

- Bonus

- Our award winning private medical insurance

- A comprehensive flexible benefits scheme

- Stakeholder Pension Plan with employer contribution

- Vitality Partners and Rewards

Responsibilities as our Real Time Analyst include:

- Real time (intraday & intraweek) monitoring of operational performance ensuring service levels are achieved and balanced across the contact centre

- Identify and manage any developing issues and take proactive measures to ensure service stability on a real time (intraday & intraweek) basis.

- Make recommendation for the timings for ad hoc of the phone activities ensuring service levels are met.

- Provide standard performance summaries to operational managers on and intraday basis with an emphasis on accurate and timely delivery.

- Support the operational team managers with the efficient scheduling of advisors through skills management on a real time (intraday & intraweek) basis to maximise performance ensuring service levels are met.

Skills and Experience required of our Real Time Analyst:


- GCSE (or equivalent) grade C or above in Maths & English

- Understanding of WFM rationale and the planning process

- Good working knowledge of Company Systems

- Good understanding contact centre metrics

- Good understanding contact centre technology

- The ability to exercise judgement and make decisions.

- Able to convert technical information to audience appropriate communication.

- Ability to prioritise own workload, and, manage own time.

- Build trusted partnerships

- Manage customer expectations


- Professional qualification

- Experience working with Avaya CMS

- Experience working with WFM software

- Previous Real-Time experience

Working for Vitality as our Real Time Analyst you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.

Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.

Closing Date: Tuesday 5th March 2019

If you feel you have the skills and experience to become our Real Time Analyst please click ‘apply’ today

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