Contact Centre Real Time Data Analyst

The purpose of the Contact Centre Real-Time Data Analyst role is to participate in and support the gathering, analysis and understanding of the customer services operational data and analytics requirements and translating these requirements into real-time analytics. This role ensures the provision of meaningful operational real-time data which can be used proactively by the broader Contact Centre team generally and the Customer Services operations team specifically to improve resourcing, workforce and capacity practices, productivity and decision making. Additionally, the role provides support to the Contact Centre Performance Analyst as required and works across multiple Contact Centre functions as assigned to validate data integrity. The role forms part of the workforce management capability and partners with Customer Service operations teams to enable the delivery of service levels and productivity targets. The Contact Centre Real-Time Data Analyst applies the Contact Centre/Customer Services drivers and levers, to monitor and report intraday actuals against the plan, and optimise the workforce to ensure service levels are met, whilst ensuring the workforce is utilised efficiently optimum forecasting versus actual capacity given call volumes, resource scheduling etc