Are you a quick-thinking, analytical specialist who thrives in a fast-paced environment? Do you have a passion for ensuring seamless, high-performance customer service?
Join a leading global company that enhances the travel and lifestyle experiences of over 400 million consumers through world-class services like airport experiences, loyalty, and
insurance. Their client partners with major brands like Visa, Mastercard, and British Airways, and they''re known for their innovation in the industry. Their Insurance division is entering an exciting period of growth, and we need your expertise to optimise our contact centre operations.
The Intraday WFM Analyst plays a critical, frontline role in maintaining the smooth and efficient operation of our contact centre across all customer interaction channels. You will be the tactical decision-maker, responsible for maintaining optimal service levels, agent productivity, and grade of service targets through continuous, proactive monitoring.
Responsibilities:
- Operational Command: Act as the frontline responder to fluctuations in call volume, staffing, and system performance. You''ll swiftly implement tactical adjustments—such as reassigning skills, modifying break schedules, or recommending overtime—to stabilize operations.
- Real-Time Monitoring: Continuously monitor call volumes, agent adherence, and queue performance across multiple channels, including voice, chat, and email.
- Collaboration & Leadership: Lead Intraday meetings to review performance and forecast alignment. You will be the key point of contact for Team Leaders and agents during live service hours, offering guidance and handling escalations.
- Process Improvement: Identify behavioral trends and demand fluctuations to support schedule optimisation and provide insights that improve operational efficiency and the customer experience.
- Incident Management: Monitor system outages and technical issues, coordinating with IT support to minimize disruption and ensure timely resolution.
Experience:
