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Senior Administrator

Job Profile

Our client is looking for 2x Real Time Analyst’s to start work immediately. They are looking for temporary workers to join their busy team. This role is looking to be temporary for the first 12 weeks then it has a possibility to go permanent. You would need to interview on site for the role and then complete full time training on site until competent, the training has no time limit.

 

Working closely with the wider planning and operational teams, you will drive the delivery of customer service in the Leeds contact centre by monitoring and reporting on call metrics and colleague performance to enable them to maximise the effectiveness of their service.

Based in Morley with occasional work in Leeds city centre where parking will be available.  Can be home based 3 days per week.

You will also be responsible for using data and insight to schedule workforce planning using Excel alongside a variety workforce planning tool. You will analyse daily workloads and allocate resources as appropriate, identifying intervals where there is consistent overstaffing or understaffing and report inefficiencies to Workforce Management team.

Day to day you will monitor and report on colleague performance, process holiday requests based upon the allowance rules and support the planning team leader in forward planning meetings to deliver and discuss forecasts, plans and concerns for the week ahead. As well as this you will have accountability for watching real time queues and switching resource to minimise availability.

Responsibilities

  • Reporting call metrics and colleague performance
  • Using data and insight to schedule workforce planning
  • Using Excel to a high volume
  • Analyse daily workloads and allocate resources
  • Monitor and report on colleague performance and process holiday requests
  • Watch real time queues and switching resource to minimise availability

 

Experience, skills set and/or qualifications required

  • Quantitative, analytic, and technical skills
  • Strong working knowledge of Microsoft Excel is essential
  • Customer focused
  • Demonstrate competency in dealing with colleagues at a all levels
  • Previous contact centre experience would be highly advantageous
  • Good judgement
  • Able to adapt quickly to different scenarios

 

Hours: Monday – Friday 8:00 – 20:00 (flexible shifts), Saturday 9:00 – 17:30 and Sunday 10:00 – 16:00

Salary: £10.26 per hour

Location: Morley and home based

 

Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30 day period and contact you via any method of contact you have listed on your application.

 

(Jo Holdsworth Recruitment – Recruitment Agency)