Senior Real Time Analyst

Job description

We are looking for an experienced Senior Real Time Analyst to join our team.

Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue chip brands. We’re a fast growth business with a growing reputation here in the UK for technical innovation and digital transformation. In 2017 we won best contact centre outsourcer in Europe at the prestigious ECCCSA awards and in 2018 we came 63rd in the Sunday Times Fast Track 100.

What will I do in the role?
  • To take the lead on the real time analysis of call volumes across the business
  • Have line management responsibility for the Real Time Analyst and the Resource Administrator
  • To monitor the intraday performance and service levels.
  • Providing regular reporting to management and other key stakeholders.
  • Monitoring real time call volumes, advisor schedule adherence to maintain service levels and abandon rates.
  • Analysis of the days performance vs. planned performance to be able to reforecast on an intraday basis and make recommendations to ensure optimum performance
  • Analysis of call volume patterns in real time to optimise shifts, breaks and lunches.
  • Propose and drive continuous improvement initiatives


What do I need?
  • Previous experience in real time analysis within a contact centre environment
  • Strong analytical skills to formulate recommendations for optimum performance
  • Ideally you will have previous experience in coaching and developing junior team members
  • Experience of the Verint System is desirable, but not essential as full training of the system will be provided by the supplier Verint.
  • Ability to prioritise workload and work under pressure to achieve deadlines
  • Strong written and verbal communication skills
  • Works well within a team
  • Flexibility, professionalism, drive and willingness to learn

What will I be paid?

We offer a competitive salary, and is negotiable depending on experience, plus benefits such as:

  • Discounts with over 40 local businesses
  • Health care plan and pension
  • Free fruit on a Wednesday, Free ice cream in August
  • Massages once a week
  • Dress down Friday

Working Hours
  • Monday – Saturday, shifts between 8:00am to 7:00pm (37.5 hours per week), including alternate Saturdays, however flexibility will be required to meet the needs of the business.
  • Full time - Permanent