Real Time Operations Analyst
2 weeks ago
Real Time Operations Analyst
We're proud to be one of the world's leading insurance and asset management brands, with a diverse workforce.
We care about our customers and need an expert to monitor Grade of Service and abandonment rates, Adherence to Schedule, talk time, and ACW to ensure we meet our KPI's.
You'll be responsible for:
- Monitoring Grade of Service and abandonment rates, Adherence to Schedule, talk time, and ACW.
- Undertaking reforecasting and updating stakeholders.
- Planning and scheduling training, file handling, leave and other activities to ensure optimal performance.
- Providing telephony skill and work type changes to ensure targets are achieved.
- Producing and analysing intra-day and phone service reporting for distribution to stakeholders.
About the role:
- Experience in managing real-time staff service levels via workforce management systems.
- Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
- Ability to navigate complexity and ambiguity and provide commercial solutions to meet stakeholder expectations.
- Proven capability to adapt and manage change through organisational transformation.
- Technical proficiency with systems, software, databases, reporting and communication tools.
About Allianz:
We care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion.
Adjustments and support:
If you require any support and adjustments to participate equitably in our recruitment process, please reach out to us.
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