Job Description

ResQ are an outsourced contact centre with a difference. We pride ourselves on delivering high quality specialist services as true partners to highly recognised, leading brands in the energy, telecoms, digital and media sectors.

Our continuing success has been achieved through developing a fantastic culture for our employees, helping them to have fun and develop. We help our Customers achieve their goals and help our ‘remarkable people’ to grow, succeed and be the best they can be.

We are looking for a Real-time Analyst to join our team here in Hull. Reporting to the Resource Planning Manager, you will be responsible for supporting the operations team in managing the inbound availability of agents on inbound campaigns. Making sure we meet our clients demands and that resource is adhering to the plan from the Resource planning team.

Hours of works for this position run across Monday – Sunday 8am to 10pm.

Main Responsibilities:

• Using real time tools to manage the floor making sure agents are logged in and taking calls as expected.
• Keeping an eye on the day in hand and making sure that all agents that should be available are and those expected in are logging in on time.
• Logging absence in day and informing the Operations team any missing people.
• Managing Breaks and lunches for the inbound campaign making sure that they are taken at the correct time and for the right amount of time.
• Communicating any overtime requirements and helping the operations team identify and gain overtime.
• Provide insight into the agent’s performance on inbound metrics, identifying agents that need support and in what areas.

The Right Candidate:

• Will have Excel knowledge.
• Will be able to think on their feet.
• Strong Communication skills
• Be able to work as part of a team.
• Have some flexibility regarding working patterns to help with absence or annual leave

We Offer:

• Career progression opportunity as company is undergoing rapid growth
• 20 days holidays + 8 bank holidays + day off for your Birthday
• Great High Street discounts
• Central location

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Referral programme
• Wellness programme

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Kingston upon Hull: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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