Rac Real Time Analyst - Bradley Stoke, United Kingdom - RAC

RAC

Verified Company

Bradley Stoke, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

RAC are now recruiting for
a Real Time Analyst to join us on a
Full Time, Permanent Contract working within our friendly and welcoming Consumer Roadside team, based in our Iconic Building at RAC Bradley Stoke, Bristol

The RAC are looking for someone that can support delivery of interval performance for the Sales Operations Contact Centre, ensuring that all SLA's and KPIs are achieved efficiently.

As a
Real-Time Analyst, you will be working as part of a Real-Time team and working closely with operational Sales and Service teams to support balancing the delivery of both Commercial and SLA targets, in a fast-paced, cost-conscious environment.

Role and Responsibilities:

-
Monitor and
manage telephony performance throughout the day,
reacting to tactical planningand ensuring no negative impact to
commercial targets.

Instigating
contingencies as needed to protect telephony service levels (e.g. overtime, shift adjustment & breaktimes, tactical skills pinning).
Communicating
changes and
telephony performance to the
plan to team managers, seniors and agents.
Responsible for
authorisation of downtime
Maintaining exceptions document,
logging, and
tracking downtime.
Walk the floor on standby to
support colleagues and monitor
adherence, AHT
Utilise central desk to access all systems to find information

-
Monitor and
manage high call work, talk time, hold, and outbound, to see if
support is required

Deal with
enquires on the RTM phone & coach colleagues to find a
solution & enhance colleagues
skill set
Good
communicator at all levels and able to build
effective relationships quickly
Good
knowledge and
understanding of
Contact Centre contact metrics
Strong people skills with the ability to identify
coaching requirements, using the
grow model and setting smart objectives
Ability to make
decisions that can impact on
performance and cost budget with sound reasoning & logic
Self
motivated and
target driven
Proven track record of
building strong relationships across multiple hierarchical
levels and
teams.

In return we offer a competitive salary and on target
annual company bonus, contributory pension scheme, life insurance,
25 days annual leave plus bank holidays,
free on-site parkingacross all 3 sites and
free RAC breakdown cover.

We also offer a range of other flexible employee benefits for you to choose from including the option to purchase additional annual leave.

Together we are all **#OrangeHeroes