Real Time Analyst

hackajob is collaborating with AXA to connect them with exceptional professionals for this role. We are looking for a Real Time Analyst M/F to join our AXA Partners Operations Department (3 days per week at Redhill''s office). The role of Real-Time Analyst helps to deliver outstanding customer experiences, by taking proactive, data-driven actions. This dynamic role involves overseeing agent performance across the department in a fast-paced environment. You will utilise real-time performance dashboards to monitor activities, ensure adherence to schedules, and maintain service levels. The position requires the ability to swiftly react to changing demands by balancing agents, skills, and workloads to ensure consistent availability and operational efficiency. You will work closely with Operational Managers to coordinate efforts and escalate any potential challenges promptly to support seamless service delivery. What you''ll be doing: Responsible for real time analysis and actions across our Home, Motor and Travel business lines. Analysing and assessing gaps in hours required to give adequate cover to answer calls and achieve service levels. Providing and analysing short-term trends and service level impact from deviations to plan on hours Proactively challenging agent working activities to better meet department targets. Recommending changes to management, to achieve service levels on the hours being fielded (eg in-shift hour changes, overtime requirements etc) Working ..... full job details .....