Real Time Analyst

at  Verisure Services UK Limited

LOCATION: NEWCASTLE UPON TYNE

Salary: £26,000 plus performance bonus up to £1,500
Working Hours: 40hrs weekly from 9am - 6pm
Shift Pattern: Monday to Friday
Holidays: 21 days annual leave plus bank holidays
Role Overview: Verisure is seeking a proactive and analytical individual to join our Operations Performance Management Team as a Real Time Analyst. In this role, you will play a critical part in optimizing operational efficiency and adherence to schedules, ensuring the optimal delivery of exceptional service in Customer Services or the Alarm Reception Centre. As a Real Time Analyst, you will report directly to the Real Time Manager and collaborate closely with various stakeholders to drive impactful decisions.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Management, Statistics, or related field preferred.
• Previous experience in a similar role within a customer service or contact centre environment is highly desirable.
• Proficiency in utilizing workforce management software, with a focus on Genesys WFM, to optimize staffing levels and schedules.
• Strong analytical skills with the ability to interpret data and identify trends to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and demonstrate exceptional stakeholder management.
• Proven ability to build and maintain positive relationships with internal stakeholders, including Customer Services and the Alarm Reception Centre leadership, to implement strategies and drive operational effectiveness.
• Proactive mindset with a focus on continuous improvement and delivering results in a fast-paced environment.

Benefits Package: At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat.
• Satisfy your cravings at our onsite coffee shop and our canteen
• Stay active with discounted gym and health club memberships.
• Access private healthcare with BUPA and MediCash cash plan.
• Unlock a world of freebies and discounts with PerkBox.
• Earn cash rewards through our employee referral program.
• Enhanced maternity and paternity scheme.
• Enjoy discounts on our alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work Scheme.

ABOUT US

Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.
With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.
Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.

• Monitor real-time performance metrics and analyse trends to identify opportunities for improvement in efficiency and adherence.
• Utilize workforce management tools to forecast, schedule, and track staffing requirements to meet service level objectives.
• Provide timely and accurate reporting on performance metrics, highlighting areas of concern and recommending actionable solutions.
• Collaborate with Customer Services or the ARC leadership to implement strategies aimed at enhancing operational effectiveness and customer satisfaction.
• Act as a subject matter expert on real-time monitoring and workforce management practices, providing guidance and support to team members as needed.