26000.0 - 26000.0 per yearly
Not Specified, Leeds
Job Description
Are you a highly motivated and well organised individual? Do you have experience within a fast paced multi-channel contact centre environment? Would you like to be part of a rapidly growing company?
If your answers to the above are ''yes''? Then we''d love to hear from you.
About us …
Our mission at Hitachi Capital is to be exceptional people, providing outstanding customer experiences. We want to be the trusted brand for financial services in Europe, and we know its people like you who will help us achieve this.
About the role
This is an exciting opportunity in our Customer Experience team to work as part of the Workforce Planning team and alongside the Management team to ensure the delivery of our service level targets.
As a Real Time Analyst, you will be responsible for delivering real-time support to the Contact Centre, analysing available resource, live customer demand and backlog items to adjust staffing profiles accordingly to provide a consistent and outstanding service experience for our customers.
In addition you''ll also be required to:
Produce accurate real time monitoring of service levels and agent productivity
Manage on the day advisor schedules and work with the Workforce Planning team to continuously refine and improve the planning process
Be responsible for real time decision making, ensuring service level objectives are achieved
Identify and report on customer impacting issues to support continuous improvement
Report of business KPIs to key stakeholders and facilitating real-time discussions
What are we looking for?
We are looking for passionate individuals who deliver exceptional customer experience. You''ll demonstrate excellent communication skills and will be a team player. In addition, we expect that you''ll be able to demonstrate the following:
Proven track record in a Real-time Analyst role
Proficient with telephony & WFM systems and MS Office suite (in particular Excel)
Ability to multi task, prioritise and meet deadlines with a flexible working approach
Strong interpersonal skills with the ability to build strong networks and relationships at all levels
Proven ability to analyse and improve work processes and policies
High attention to detail and accuracy
What can we offer you?
We''re passionate about looking after our people at Hitachi Capital UK, as we know that looking after you means that you will look after our customers. In addition to a great salary and bonus package, we''re able to offer you:
25 days'' holiday, plus bank holidays
Private healthcare, life assurance, and critical illness cover
Generous pension scheme
Company car, mobile phone and laptop
Quarterly commission bonus scheme
In addition to our core package, we offer a range of flexible benefits including cycle to work, give as you earn, and discounts on mobile contracts, TV & broadband packages, high street vouchers, hotel bookings and much more.
What''s the next step?
Like the sound of what we have to offer? Feel you''ve got something to bring to the role? What are you waiting for? Apply today - we look forward to setting you on the road to success.
Hitachi Capital (UK) PLC is an inclusive employer and we welcome applicants from all backgrounds.
Pre-employment screening
As a financial services provider, we require all employees to complete pre-employment screening as part of their offer of employment. If you don''t think you will pass the pre-employment screening, please get in touch and advise us of your situation. We will be able to discuss with you how best to proceed with your application.
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