Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.We manufacture and distribute high quality nutritional supplements directly to our customers all over the world.
We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.Job Purpose:An exciting position has become available in the Planning and Development team to provide support to the Operations team with the managing and monitoring the day.
The Real Time Analyst will focus on ensuring effective utilisation of resources to provide best in class customer service in the most efficient manner.
You'll supervise the day in real time by providing intraday management and analysis of changes in customer contact behaviours and forecast variances to support the Operations team with their SLA targets.The role will include but is not limited to: Monitor all telephony queues in real time and ensure KPI goals are being met across opening hours of the Contact CentreTake control of the daily tactical plan, identify any potential issues and offer solutions to mitigate concernsLeverages appropriate operational tools and applications to deep dive into Demand (Volume/AHT) and Staffing impacts.
Utilize data to identify root cause and recommend resolving actionsDaily MI reporting on previous day's performance and hold a daily meeting going over yesterday's performance and expectations for todayMaximise resource productivity by monitoring code usage, agent occupancy and managing off-phone activityDrive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goalsEnsure stakeholders are kept up to date throughout the day regarding forecast accuracy, performance, hotspots, concerns and remedial actions takenInputs intraday corrections and exceptions into systems for agent time off and absencesRecognize abnormal scheduling or demand issues and escalate as necessaryCommunicate and call out changes to incoming contact patterns to operations and the broader WFM teamProvide assistance to the WFM and Operation's team as neededInitiates and coordinates trouble tickets and escalate technical/systems issues as required following our escalation and RAG strategyProactively complete and maintain personal SMART objectives throughout the year Candidate Profile: Flexible and enthusiastic approach to work, with exceptional attention to detailA strong background of real time management within a Contact Centre environmentExperience with reporting systems, WFM and VOIP Telephony platforms (ideally PowerBI, Verint and Puzzel)Be a collaborative, team player building strong working relationships with the team and stakeholders of all levelsSupports team goals by contributing to the team's success prioritising team outcomes and willing to assist others when challenges ariseComfortable managing their own workload, responsibilities and not shy away from challenging the status quoStrong observation skills, inquisitive and challenging; always looking to improve performanceExcellent analytical and numerical skills, identifying trends and issuesAbility to take ownership and solution orientatedBe able to adapt to change efficiently and effectivelyGood communicating skills to build effective relationships across all departments and levelsGood knowledge of the Microsoft office suite, particularly advanced Excel skills The values you'll stand by: Be generous with your knowledge, knowledge is only powerful if you share it with others.Bring integrity, listen first and then speak.Embrace transformation, be brave – it's easier to stick to what you know but we learn from our mistakes.Have quality at the heart of what you do, always give your best and expect the same from others in return.What we offer you: Learning Hub: Enjoy flexible learning with access to a variety of in-house training programs tailored to your professional needs.Employee Assistance Program (EAP): Access professional support for mental well-being through our EAP system.Monthly Products: Receive three complimentary Lifeplus nutritional and personal care products each month to support your well-being.Exclusive Discounts: Benefit from special discounts at leading brands and retailers.Mental Health First Aiders: Receive support from trained Mental Health First Aiders within the workplace.Pension Scheme: Secure your future with our contributory pension scheme, offering up to 6% contributions.Holiday Flexibility: Gain the freedom to buy or sell holiday days to suit your needs.Gym Membership Savings: Stay fit with discounts on gym memberships.Health and Wellness: Take advantage of our contributory hospital and health cash plan.Cycle2Work Scheme: Promote a healthy lifestyle and reduce your carbon footprint with our Cycle2Work scheme.Eye Care Vouchers: Keep your vision sharp with our eye care vouchers.Life Assurance: Enjoy peace of mind with our comprehensive life assurance plan.
Additional offerings: Complimentary tea and coffee to keep you refreshed throughout the day.Enjoy fresh fruit, readily available within our breakout spaces.Access to Lifeplus products as needed, supporting your personal wellness.Experience the flexibility of our hybrid working model, with only one day per month required in the office.Annual social event to connect and celebrate with colleagues at our social get-together, fostering a sense of community and fun.
Hours and Days: Monday – Friday 37.5 hours between the hours of 07:00 – 20:00 made up of a rotational shift pattern 07:00-15:15 and 11:45-20:00.
Location: Lifeplus House, Little End Road, St Neots, PE19 8JHHybrid Working The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops.
This is intended to be a fluid document and indicates how we currently see the role.
Please note: The successful applicant will be required to undertake a criminal record check.Please advise us in advance if you have any special requirements if you are asked to attend an interview.
? Contact us ? About us ? Why us h Blog