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Real Time Analyst

About the role

Our mission at Kindred is to become the number one operator across all gaming markets and with your help we can make this happen.

The Real Time Analyst is a key role within the customer service operations team. Reporting into the Resource Planning Manager, it will be your job to ensure our customers get the best possible service when they contact us, by orchestrating the flow of contacts to our super talented, 200 people strong customer service teams. We support our customers across all of Europe, spanning 11 plus brands, in local languages creating a custom-made individual service we are proud of.

The Real Time Analyst role is challenging, exciting and instrumental to Kindred, so we need the right person to carry this position out. If you are good at problem solving, time management and are brilliant with people then this could be the job for you.

Real Time Analysis could be the beginning to your career in resource planning, this position is the starting point in the world of resource planning. Once you have dipped your toe in the opportunities could be endless.

Below is a list of tasks that you will face, once you've read through and think “yes, that's the job for me” continue to apply as we'd love to hear from you.

 

What will you be doing?

 

  • Managing intraday service level goals across multiple contact channels.
  • Monitoring the customer service (CS) agents to ensure optimal staffing levels against customer demand.
  • Recording attendance and schedule adherence of the workforce in line with rostered hours.
  • Coordinate appropriate staffing and availability in order to achieve service level objectives i.e. reduction of lost contacts, email response time, average speed to answer.
  • Adjust intraday forecasts using knowledge of business drivers to determine required staffing levels by projecting contact volumes, contact duration and required staffing levels using current trends and historical data.
  • Completing root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Produce and analyze reports with the intention of making recommendations for adjusting staffing levels to meet departmental productivity/utilization goals.
  • A key stakeholder in the daily performance meetings.
  • Entering daily exception requests, updating schedules and responding to escalated issues and ad-hoc requests.
  • The focal point for real time decision making within CS for daily and short  term planning.
  • Facilitates real-time discussions with necessary stakeholders
  • Proactively promoting off phone activity based on dips in customer demand.
  • Process management requests for modifications of scheduling events (meetings/trainings, etc.).
  • Control of the overtime budget and spend, offering OT when there is a valid business need.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Works closely with TM's and operations leads too address staffing vs customers' needs
  • Mans the sickness line, chases missing agents and reports on absenteeism.

 

What skills do you have?

  • Ability to plan, prioritise and organize effectively
  • Proficient with time management
  • Experience in resource planning / real time management would be beneficial 
  • Strong team player
  • Keen eye for detail and high level of accuracy 
  • Driven by results & success
  • Collaborative with peers
  • Confident / approachable
  • High integrity; able to build relationships based on mutual trust and confidence.
  • Positive and can do attitude
  • Ability to work as a team and individually
  • Knowledge of Microsoft office – specifically excel
  • Knowledge of Verint WFM – Oracle – Five9 -  or other workforce management and customer contact routing software
  • 1yr contact centre experience
  • Experience in working in a multi-cultural customer support center environment
  • Experience in multi-queues, multi-channels, multi-skills real time management
  • Ability to work to a flexible work schedule, which can include evenings and weekends

 

 

Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

 

Job alerts

 Not suited to this role but interested in working at Kindred Group?

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.

 


 
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Location
Malta
The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta
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  • Office:
    Malta
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR0327
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26 Days Holiday
Private Medical
Wellbeing Allowance
Free Yoga
Free Meals
Maternity/Paternity leave
Eye test and Flu jab
3 days CSR leave
Shares
Pension
Anniversary awards
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