Contact Center Reporting Analyst

Working closely with the Operations Support & Sales Management teams to monitor real time call answering performance within the Contact Centre, reporting on both contact centre and sales performance throughout the day.

Competencies Required
* High degree of attention to detail
* Challenger mentality, commitment to continuous improvement
* Customer focused
* Problem solver
* Team player who will work collaboratively
* Adaptability/Flexibility

Special Skills
* Ability to work on own initiative
* Ability to work under pressure on simultaneous tasks
* Excellent organisational and time management skills
* High energy, self-motivated and able to thrive under pressure
* Strong computer skills

Main Tasks
* Monitor call flows and resourcing levels across the Contact Centre throughout the day and assess the need for overtime or early release of Agents
* Drive schedule adherence by ensuring breaks are taken at the allotted times
* Monitor and report on lateness & absence within the Contact Centre
* Reallocate resources to accommodate different types of calls
* Report on real time call answering performance within the Contact Centre, including WebChat
* Dialler Management, ensuring outbound campaigns are functioning and optimized
* Produce 2 hourly sales updates to Sales Management Team
* Other duties as required by the WFO Supervisor