Real-time Analyst

Who we are: A global fintech company.

What we are looking for:

You are curious about the client experience, rapid developments in technology, and the complex world of fintech regulation. You are also a confident, creative thinker with a knack for innovation. You know every problem has a solution. Here, you can try new ideas and lead the way in creating inspiring experiences for our clients and everyone around you.

What you will do

• Monitor inbound volumes to ensure optimal staffing levels.
• Work closely with the operations team to analyse and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Assist with projects and other duties as requested or assigned.
• Evaluate adherence and other aspects of productivity and take immediate action to improve performance.
• Administer volume contingency action plans as deemed necessary and appropriate.
• Conduct research to identify new opportunities for business development or potential risks to existing business operations.
• Ensure service level agreements are achieved by planning and scheduling staff strategically.
• Process hourly, daily, weekly and monthly productivity reports and business updates.
• Assist with the creation of metrics and targets for servicing teams.
• Analyse data to identify trends in customer behaviour and preferences.
• Identify areas of improvement and potential risks from a workforce management perspective and report them to the business along with action plans.
• Monitor volumes across all servicing channels in real-time using the contact centre software (Genesys).
• Maintain service levels to the set targets across 24 hours while ensuring adherence to the planned coverage.
• Take ownership of real-time decision-making, including approving or declining ad hoc off-queue activities.
• Perform other duties and responsibilities as required.

What you must have

• Three or more years of experience working in contact centres (experience in a global contact centre setup is an asset).
• Advanced Microsoft Excel skills.
• Experience in Genesys (contact centre software).
• Ability to create reports in Excel and forecast results.
• Attention to detail and a high level of accuracy.
• Ability to use trends and reports to forecast requirements.
• Strong organisational skills with good analytical abilities.
• Ability to prioritise workload, meet deadlines, and perform multiple tasks with attention to detail.
• Adaptability to change in a fast-paced environment.
• Flexibility to work in rotational shifts across 24 hours.