Real Time Analyst

at  Vodafone

REAL TIME ANALYST

Location: Stoke-on-Trent / Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Sun - Hours
Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don’t require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
What you’ll do
Responsible for the management of the real time and monitoring scheduled adherence to increase productivity within the Call Centre.

As a Performance analyst, you will consider performance against a range of Service Level performance measures including budgeted resource, call/chat demand and call handling times, Customer Satisfaction, Commercial targets and the Implementation of Estate wide Business Continuity issues.

• You will manage real-time call handling performance across Consumer, Focusing specifically on the delivery of FTE (resource) and targeted call handling times.
• You will escalate call taking capacity issues, when agreed performance parameters are exceeded, agree, implement and monitor interventions.
• You will measure call volumes and deliver insight into deviation from projected norms with use of readily available Business measurement tools.
• You will communicate effectively and efficiently to stakeholders, supplying the key information regarding operational performance and continuity.
• You will analyse management of intra-day performance and extrapolate impacts of deviations from forecasted call volumes, average handing time or resource for all call types.

Who you are

The position requires excellent management and communication skills with the ability to manage high impact performance or technology incidents and communicate effectively with senior stakeholders on a regular basis.

• You will have a good understanding of Service Level delivery and which performance metrics affect Service Level achievement.
• You will have experience using AVAYA CMS, IEX Workforce Management and the Service Reports.
• You will have confidence communicating to Senior Management & outsource operations
• You will have the ability to work in a fast pasted and ever changing environment.
• You will have excellent self-motivation and ability to work under pressure

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance

Please refer the Job description for details