Real Time Analyst

AXA Partners is seeking to fill the position of Real-Time Analyst to help deliver outstanding customer experiences, through proactive, data-driven decision making. This is a fast-paced role, monitoring real-time performance dashboards, adherence to schedules and using data to protect and optimise service levels. What you'll be doing:

Responsibilities

• Responsible for real time analysis across Home, Motor and Travel business lines. Analysing and assessing gaps in hours required to give adequate cover to answer calls and achieve service levels
• Providing and analysing short-term trends and service level impact from deviations to plan on hours
• Recommending changes to management, to achieve service levels on the hours being fielded (eg in-shift hour changes, overtime requirements etc)
• Working closely with Operational Planning manager and planning team to support in the adjustment of short-term forecasts and staffing plans as volumes...