Real Time Scheduling Analyst

Real Time Scheduling Analyst

About the company

World Travel Holdings UK — the UK division of WTH the world's largest cruise agency

  • www.cruise118.com – the UK’s fastest growing cruise retail brand and the home of the award winning Cruise Concierge Service
  • www.sixstarcruises.co.uk – Europe’s largest seller of ultra-luxury cruises
  • www.rivervoyages.com – the UK’s fastest growing seller of river cruises

Summary of the Role

Department – Sales & Service

Reports to – Resource & Planning Manager

Location – Chorley

Hours – Monday to Sunday – 8.30am - 10pm

Salary - £16,000 – £21,000 dependent on experience 

The Real-Time Analyst is a varied role with responsibilities across all disciplines of Resource and Planning, including Forecasting, Scheduling and MI. The Real Time Analyst will be required to deliver demand & resource forecasting, scheduling, shift management and reporting to achieve the business requirements.

Responsibilities

  • Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
  • Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
  • Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
  • Reporting performance to management, to enable them to make timely decisions about planned off line activities and outages
  • Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
  • Manage advisor skill groups and balance resources to achieve target KPI’s
  • Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels
  • Help to identify skill set shortages for short-term training requirements
  • Maintaining positive relationships with all departments to ensure that joint goals are met
  • Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI’s are achieved
  • Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs.
  • Updates and maintains scheduling database with current information.

Next step

If you think you have what it takes to join the team, we would love to hear from you!

Apply here

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