Job Ref: 215420196

Date: 2021-12-21 13:54:34

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We are currently looking for a Real Time Analyst to join our team in Milton Keynes. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary, plus great benefits.

TSYS Managed Services EMEA are part of TSYS, a Global Organisation serving 400 clients in more than 80 countries. We make it possible for millions of people to use our payments solutions including credit, debit, prepaid, and merchant services.

Benefits of joining us:

As well as a competitive salary, and a fast-paced, fun working environment this role comes with the following benefits;

Life Insurance – x1 Salary (Can be increased to x4 at additional cost)

MediCash Health Care Plan

Pension (Employee 5% – Company 3% contributions)

26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)

Option to buy or sell additional leave

Enhanced Sick Pay – 13 Weeks full pay after 12 months service / 26 Weeks Full pay after 24 months service

Cycle to work scheme

Maternity & Adoption Pay – (12 Weeks Full Pay – after 26 weeks in employment)

Paternity Leave (2 Weeks Full Pay – after 26 weeks in employment)

Shared Parental Leave – (12 Weeks Full Pay – after 26 weeks in employment)

Bereavement Leave – (5 Days Leave at Full Pay)

Dependant Leave – (2 Days at Full Pay)

Onsite Park

Subsidised Canteen

About the Real Time Analyst role:

As our Real Time Analyst, you will be responsible for monitoring the real-time statistics for the contact centre and identifying trends and areas for improvement to the operational leads within the centre.

The main responsibilities of our Real Time Analyst include:

Monitoring average speed of answer to maximise resource efficiency

Monitoring Agent adherence against schedules

Managing daily off phone activity whilst working with Team Managers

Ensuring the optimisation of breaks and lunches to ensure maximum productivity of resource

Providing feedback to Scheduling Analyst of weekly hotspots to support the scheduling review process

Providing regular dialler and telephony reports to the Operations and Dialler manager

Analysing to identify trends and areas for improvement

Undertaking ad hoc reporting and projects given with business delivery timelines

Updating WorkForce Management system to improve adherence and to provide accurate MI for internal departments

Driving Continuous Improvements of Management of the floor – this will cover multiple departments

Being aware of regulatory bodies and guidelines

Assisting with the management of the day to day running of the Avaya dialler

Undertaking daily communication and briefings with Team Managers & Dialler Managers

If you are passionate about putting customers first, are motivational, inspirational, and results-driven with a passion to succeed then click APPLY now to become our next Real Time Analyst.

All successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process.

TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity

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