Real Time Analyst
Job Description
Job title: Real Time Analyst
Company: esure Group
Job description: Company Description
Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.
Job Description
We have a fantastic opportunity to join our Planning & Business Insight department as a Real Time Analyst. The successful candidate will be the point of contact for call flow, specialist activity and ensuring service levels are achieved. You will provide real time queue and service level management throughout the day.
This position is based on a 37.5 hour week and working days will consist of week days, evenings, weekends and bank holidays on a rota basis.
What you’ll do:
- Monitor real time call flows, administration queues and ancillary workflow queues
- Monitor Specialist activity daily and produce exception reports, as well as taking real time action to support appropriate levels of adherence
- Contact Specialists (or their Team Leader) directly to manage utilisation of available time to meet productivity and effectiveness targets
- Produce and adjust intra-day forecast
- Receive Specialist sickness / absence/ exception updates from Team Leaders and Service Delivery Analysts and ensure these are logged
- Liaise with Scheduling Analysts to ensure forecasting and scheduling assumptions are reflected in Real Time activities
- Real time reporting using Avaya and Verint WFM
- Set up joiners & leavers and maintain our skills matrix to maximise call handling/activity capacity
- Liaise with IT services regarding real time telephony and systems issues
Qualifications
We’d love you to bring:
- Previous experience working in the Resource Planning function as a Real Time Analyst
- Experience in utilising Verint, Odigo and Amazon Connect Platforms
- Experience in working within both Ops and Claims areas of the business
- Previous experience in planning and workload management skills with the ability to prioritise and adapt to changing circumstances
- Working knowledge of the following:
⭐️ Back Office Administration workflow
⭐️ Agent skill profiles
⭐️ Short term planning
⭐️ Schedules and shrinkage management
⭐️ Schedule effectiveness
Additional Information
Why choose us?
This is your opportunity to be at the forefront of our game-changing journey and be part of something truly special! And to top it off, here are some perks to life at esure…
- A competitive salary that recognises your skills and potential
- A bonus scheme that celebrates your contribution to esure’s success
- Discounts on our insurance products, for you and your family
- 25 days annual leave, plus 8 flex days to be taken as and when suits you
- Benefits just for you: our hub – My Benefits Box – is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
- Grow your career with us: whatever your goals, we’ll support you with hands-on training, mentoring, a LinkedIn Learning licence, access to our exclusive Academies, regular career conversations, and expert partner resources from the likes of Women in Data and Women in Tech.
- Join our communities: our networks give you the chance to connect, learn and share with like-minded colleagues across the business – for work and play. So, it’s no surprise our people consistently rate ‘making friends at work’ one of the highest scorers in our colleague engagement survey
- More flexibility for you: we’re a proud supporter of the ABI’s Make Flexible Work campaign and welcome you to ask about the flexibility you need, whether it’s part time, job sharing, or compressed hours. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
- Live a healthy lifestyle: we offer lots of support, so you feel like the best version of yourself – like specialist advice through our employee assistance programme, wellbeing classes, access to the My Health Advantage app, our Big Team Challenge, and learning sessions on topics like menopause.
- A helping hand to do your bit for a greener and safer world: driving good in the world couldn’t be more important to us. That’s why we encourage colleagues to use volunteering days to support their local communities and have lots of initiatives to help you live a greener lifestyle.
- Everyday appreciation: praise from your colleagues means the world! Our social recognition tool makes it easy to give colleagues the praise they deserve, and you could even be shortlisted for a company-wide ACE Award.
We understand some people may not apply for jobs unless they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.
Expected salary:
