Brakes Group is a leading supplier to the foodservice sector in the UK, Ireland, France and Sweden. The Group is committed to provide its customers with outstanding service, products and foodservice solutions, its people with a `great place to work` and its suppliers with a great company to partner.

Owned by Sysco, the world`s leading foodservice company, Brakes Group comprises a family of specialist businesses which are able to deliver everything the caterer needs. It provides a professional, friendly regional service supported by a national network of depots, which ensures it offers an exceptional and individual service to each and every one of its customers

Real-Time Analyst (RTA)

Purpose of the Job

The purpose of the real-time analyst role is to execute the contact centre scheduling and demand management plan each day.

The post holder will be understand and influence the logistics of contact centre operations in order to deliver service objectives.

They will work with real-time analysts across the primary operational sites to deliver consistent practices and planning methodology, proactively meet service goals for all contact centre channels; and to react to variances between plan and actual on an intra-day basis.

The role will also actively participate in escalation, contingency and recovery planning

The real-time analyst is responsible for all staffing, scheduling and demand management activities within the current scheduling week. All future activities are the responsibility of the scheduling analyst. The scope of tactical decision making includes but is not limited to changing skill sets, changing shifts, changing activities, balancing staffing and workload between competing priorities, approval of adherence exceptions and reacting to emergency and unusual business situations.

Knowledge, Skills and Experience

-             Computer literacy: Confident user of Microsoft Office applications.

-             Ability to work under pressure and manage competing priorities.

-             Ability to handle ambiguity and make decisions with limited information.

-             An analytical mind-set.

-             A high level of numeracy.

-             Minimum of 12 months contact centre experience in any role.

-             Strong planning and organisational skills with attention to detail.

-             Knowledge of contact centre planning would be an advantage.

-             Sufficient levels of confidence, people skills and assertiveness to be able to make staffing decisions and direct people to action without causing offence.

-             Knowledge and experience of the Avaya telephony system and Verint WFM applications would be a distinct advantage.

-             Principal Accountabilities

Tactical Operations

-             Execution of the scheduling and demand management plan.

-             Reporting on daily activity and variance to plan.

-             Delivery of operational service KPI`s including but not limited to volume, average handling time, staff adherence  and forecast accuracy across all contact centre channels.

-             Amending staffing activities, shifts and skills to balance workload.

-             To support consistent, appropriate and accurate use of the phone system by actively correcting advisor behaviours in real-time

-             To influence service outcomes by directly supporting advisors in meeting their personal telephony targets.

-             Activates contingency action plans according to agreed protocols.

-             Make recommendations to modify routing to improve service outcomes.

-             Assumes responsibility for approval of adherence exceptions to agreed rules.

-             Assumes and performs other duties and responsibilities not specifically outlined here, but which are logically and properly inherent to the position.

Brakes Group is committed to reducing the environmental impact the business has on both the communities it serves and the countries it operates in. It has ISO 14001 accreditation - an internationally recognised standard for environmental performance.

Brakes Group operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

Brakes UK uses a third party to undertake a number of checks. Any offer of employment made by Brakes UK would be conditional upon receiving a satisfactory; reference, identity document(s), basic DBS certificate and basic credit check.