Real Time Analyst
At Tesco, excellent customer service is at the heart of what we do. We’re all about creating value to earn the lifetime loyalty of our customers. So by ensuring we’re listening to and responding to our customers’ needs, we’re making their experience with us that little bit better. Which is where 'Every Little Helps' comes from as it's something we strive to every day – in every area of our business. We currently have a vacancy in our Cardiff Customer Service Centre for a Real Time Analyst.
Job Purpose:
To ensure that the centre achieves a balanced service level across all media types by ensuring all staff are in the appropriate queues, contact is distributed appropriately and adherence is monitored and challenged accordingly.
Main duties include:
- Manage the floor real-time by maximising utilisation of available resource.
- Monitor Work Force Management to report on adherence.
- Balance resource across different media types to achieve service levels.
- Identify short-term peaks and troughs and manage accordingly.
Experience required:
- Customer Service/Contact Centre experience
- Good numeric skills
- Statistical/analytical skills
- Knowledge of modern Workforce Management systems
- Advanced knowledge of Microsoft Excel
If you're interested in joining our team and feel you have what it takes – We’d love to hear from you!
The closing date for application is 20th February 2012
