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Real Time Analyst - Call Centre

Sheffield, South Yorkshire
Real Time Analyst – Customer Service
 
A great opportunity has come up to join our growing business as a Real Time Analyst working at our Head Office (S2 4QA). You will be monitoring real time activity and ensuring that agreed service levels are delivered. The department deals with customer service for an online retailer which also operates on an international level.
 
THE ROLE
  • Monitoring and analysing all real time activity including; adherence to schedules, agent activity, call volumes and delivery
  • Managing daily activities and reallocation of staffing as per on the day customer demand and contact, shrinkages and any unforeseen circumstances
  • Monitoring call queues to ensure service levels are delivered 
  • Communicating with the Real Time team at our Head Office 
  • Monitoring performance throughout the day and providing reports/feedback to the Operations Team
  • Other reasonable ad-hoc duties
 
ESSENTIAL SKILLS
  • You must be hard working, self-motivated and dedicated
  • Previous experience in a similar role
  • You must be able to demonstrate excellent communication skills (Verbal and Written)
  • You must have great IT skills as within this role you will be supporting staff using multiple systems
  • Excellent spelling and grammar
  • Have great analytical skills and attention to detail
  • Have the ability to motivate a Team to achieve all relevant KPI’s
  • Excellent attendance and punctuality  
HOURS
Full time - flexibility will be required between 8am-10pm Monday – Sunday 

PAY 
£22,000 starting with pay progression

This is an office based role and you must be based within a 45 minute commuting distance from S2 4QA. 
 
ABOUT ANT
Here at Ant Marketing we believe that if we look after our employees, they will look after our clients.
We were founded in 1989 by our CEO Anthony who started the business from his dining room and grew it to the well-known name it is today.
To find out more about us and what we do; visit http://www.antmarketing.com/about-ant/
 
 CONTACT:
If you have any questions about this role, please call our Recruitment Team on 0114 201 1345 or email us at recruitment@antmarketing.com 


PLEASE NOTE: By applying for this position you are confirming you have read and accepted Ant Marketing's privacy policy and terms and conditions. 

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