Ocado Group is hiring a

Real Time Analyst

Sunderland, United Kingdom

Department: Contact Centre

Location: The Beam, Sunderland SR1

Shifts: Full time, rota shifts between 7am and 11pm 7 days a week

Salary: £19,200 Per Annum based on working 37.5 hours a week.  

We have a new opportunity within our Contact Centres, we are looking for someone to undertake daily duties to support day to day contact centre intraday duties, you would report into the Forecasting and Intraday Manager.

You would be responsible for providing flow management during core hours, which will include all inbound and outbound channels, and ensure all are working as efficiently as possible. You would need to conduct regular floor walking to review issues on the floor and to inform the management team of any concerns or behavioural issues. You will also analyse and review performance on a daily basis, highlighting reasons for under or over performance and offering data to intraday, CCM’s, and TM’s to address any concerns. The successful candidate will also need to adjust breaks and lunches to optimise service as well as review all shift swaps to ensure that correct breaks are allocated to each advisor.

You will have a number of daily and weekly tasks that will ensure the Contact Centre is running efficiently such as providing half hourly updates on the current contact volumes compared to the predicted volumes and making any adjustments to the forecasts as appropriate as well as Communicate all performance impacts and achievements and provide regular intraday and summary reports to management. Updating the team list for both Contact Centres which will include transfers, secondments, leavers, and new starters will be part of your weekly duties, as well as assisting with the weekly staffing summary. On a daily basis you will be required to load any outbound campaigns, subs and shorts and any other admin required for reporting of Outbound figures, as well as adjusting shift lengths based on holiday taken or cancelled through metis.

Do you have previous intraday experience, excellent written and verbal communication, are an analytical person with good attention to detail, as well as being individually motivated with the ability to work to deadlines and think this role sounds like something that interests you please don’t hesitate to apply.

Equal Opportunities for All

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.

Please note this job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. You may be asked to perform tasks as required by management deemed as a reasonable request.

Closing Date for all applications is Thursday 29th October 2020 due to the fast nature of the business vacancies may close sooner.