Guided by the
Real Time Manager, our
Real Time Analyst will oversee service levels across all customer contact channels, ensuring a seamless experience for our internal and external customers. This high-visibility role within the
Jet2holidays Contact Centre team is instrumental in promoting positive engagement and maximising profitability.
The role will include working on a 4-week rotational shift pattern, covering the hours 08:00-20:30 Monday to Friday, and 08:00-19:30 on Saturday and Sunday. As our
Real Time Analyst, you'll have access to a wide range of benefits including:
- Colleague discounts on Jet2holidays and flights
- Annual pay reviews
- Buy and sell annual leave
What you'll be doing: - You'll monitor work queues, advisor activity and adherence as well as organising schedule changes.
- You'll analyse customer contact delivery against forecast, agent real-time performance, and planned shrinkage against forecast in conjunction with the Forecasting, Scheduling and MI Analysts in order to facilitate the relevant actions required to meet service level targets.
- You'll review planning processes and make recommendations for improvement across all areas of the contact centre.
What you'll have: - You'll have experience working in a medium to large Contact Centre operation (preferably in a similar role)
- You'll have knowledge of business metrics with intermediate excel skills, including the ability to formulate/manipulate data.
- You'll have strong skills in maths, analysis, communication, and organisation.
- It's a plus if you have experience with ACD reporting, workforce management, and Contact Centre planning.
- You'll be self-driven and able to thrive in a high-visibility role with minimal supervision, including communicating effectively with all levels of management, up to the CEO.
- You'll have the ability to stay calm under pressure, handle multiple tasks, and prioritise responsibilities effectively.
Join us as we redefine travel experiences and create memories for millions of passengers. At and
Jet2holidays, your potential has no limits. Apply today and let your career take flight!
