Operations Analyst : 6 month temporary

Location:, ,

Paying: 12 per hour

Contract Type: Temporary


Hours of Work: 35 hours a week on a rota from 7am to 10pm, working 5 out of 7 days

Working for one of Chester’s most prestigious organisations, the Operations Analyst will be monitoring realtime performance, forecasting, scheduling and planning activities within a large, corporate contact centre. The Operations Analyst will be key to the team’s success and commercial effectiveness. You will be joining a motivated and established team and will be rewarded with an exceptional working environment, free parking, an onsite gym, cinema, coffee bar and restaurant.

To apply for the Operations Analyst role, you will have previous experience of planning resources , rotas and staffing within a contact centre, ideally gained at Team Leader level. The Operations Analyst will have strong skills in MS Excel, knowledge of telephony systems and proven experience in producing and amending rotas and works schedules.

Key Responsibilities:
An Operations Analyst would real-time monitor and report on inbound, outbound and back office Agent performance to ensure the SLAs are achieved and there are no regulatory breaches.

  • Provide management with daily, weekly and month end analysis
  • Closely monitor Contact Centre and Workflow performance using the required tools including CMS and IEX
  • Understand the drivers and their impact on call volumes, ensuring that this information is communicated to all relevant parties, liaising with Operations team to understand variances to plan
  • Co-ordinate and control the timing of non-call taking activities
  • Record and report incidents and issues affecting service levels, quantifying impact to the contact centre
  • Production of reporting and analysis of key contact centre performance metrics
  • Ensure that call flow and service levels are maintained within target
  • Ensure staff schedules are in line with working time regulations
  • Manage resource appropriately by ensuring all skills are staffed in order to achieve planned and contractual service standards
  • React and respond to business needs, adjusting resources when required, highlighting opportunities to move resource both within and to assist other departments
  • Maximise availability and productive hours, ensuring resource is in the right area 
  • Monitor the Call Centre on a “real time” basis to ensure associates adhere to their schedules as planned.
  • Look to allocate the required hours to the right people at the right time. This could include dialler movement and offline resource

Essential Skills:

  • Intermediate Excel skills
  • Previous contact centre experience is essential, ideally at Team Leader level
  • Experience in the use of IEX & CMS
  • Demonstrated experience in planning and reporting
  • Understanding of call centre costs and call drivers
  • Knowledge of telephony infrastructures
  • Ability to communicate and interact at all levels
  • Excellent organisation and decision making skills
  • Self motivated and results-orientated
  • Ability to multi task
  • Ability to identify opportunities for increased efficiency

Keywords: Scheduler, scheduling, planning, rota, Analyst, analysis, Team Leader, contact centre

Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies

We are acting on behalf of the client as an Employment Agency in relation to this vacancy

We are an equal opportunities agency and welcome applicants from all backgrounds

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