Real-Time Analyst

Vitality, Real-Time Analyst, Bournemouth/Stockport, £Competitive + Bonus + Benefits

We're the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.4m UK members and more than 25m globally, we're out to make the world a healthier, happier place.

That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you'll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks, and access to our full range of partners and rewards.

It's what we call offering shared value because a healthy, happy team is good for us, good for our members, and good for you.

As ourReal-Time Analyst, you'll get the benefits our members enjoy, including:

• Our award-winning private Vitality Health insurance + wellness incentive programme
• Access to The Vitality Programme - Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV, and half-price gym memberships to name a few!
• Personal health fund + Life Assurance
• Stakeholder Pension Plan with employer contribution
• 25 days annual leave + Bank holidays + option to buy and sell 5 more
• Flexible benefits package
• Internal incentives, competitions, and awards - a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime
• A genuine opportunity to grow and establish a long-term career

As our Real-Time Analyst, you will be pivotal in the continued success of Vitality business and as such requires an analytical individual who monitors all issues that impact service levels and take actions to resolve or reduce the impact. You'll be required to advise senior leaders and directors within the business and provide insight on contact drivers/trends when required and will provide a high degree of autonomy. This is a great opportunity to work in a multi-channel team.

Key responsibilities of our Real-Time Analyst include:

• Conducting real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends
• Re-running and re-forecasting Intraday staffing requirements based on actual shrinkage
• Developing and maintaining real-time models providing recommendations for improvement to meet business and customer demand
• Ensuring resources are utilised to meet call volume demands; monitoring work queues to identify issues and collaborate with Operations
• Facilitating prior day root cause analysis and developing a plan to ensure SLAs are met
• Being responsible for real-time decision making, ensuring service level objectives are achieved
• Undertaking analysis of the days performance vs. planned performance
• In the event of service disruption, being responsible for contingency plans that will deliver customer service by leveraging resources in unaffected call centre sites
• Performing real-time schedule maintenance in workforce management software
• Working closely with Operations to improve overall schedule efficiency

What we are looking for in our ideal Real-Time Analyst:

• Previous experience in real-time analysis within a contact centre environment
• A high degree of ability to analyse data, using the data to drive decision making and implement effective resolutions
• Highly self-motivated with good problem-solving skills, a mature attitude and a willingness to assume responsibility
• Excellent MS office application knowledge including Excel & Access
• Experience handling large data sources
• A logical and analytical thinker that can quickly evaluate information and identify key issues
• Proven ability to make decisions effectively
• A team player who is able to work independently

Closing Date: Wednesday 20th October 2021

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.

If you feel you have the skills and experience to become our Real-Time Analyst, thenplease click 'apply' today.

Please note that to ensure the safety of our offices and employees, we require all new hires to be vaccinated for Covid-19.

If your doctor has told you not to be vaccinated, please let us know during the application process so that an accommodation can be made.

You can find more information about our commitment to ensuring office safety to reduce the risk of Covid-19 transmission by visiting the careers page on our company website.