Service Delivery Analyst



Salary: £23000 - £28000 per annum

Job Reference: 888566

Consultant: Sanjay Devit
0203 869 4549

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Company Description

Service Delivery Analyst

South Lancashire

Salary up to £28k + benefits

PACT are pleased to be working with an industry leader and FTSE 250 business. The client requires a Service Delivery Analyst to join its team of professionals to maintain its reputation of providing a highly effective service for its clients.

The Service Delivery Analyst’s main responsibilities are to lead, develop the real time/ short term capability accountable for the management of service levels across phone, email and back office processing.

Key responsibilities

  • Manage allocation and delivery of resources across the contact centre to ensure service targets are achieved
  • Effective communications between key levels of business to support efficiency
  • Managing real time and short-term off-line requests
  • Enhancing service delivery by conducting analysis of key data
  • Influencing decision making based on data and analytics
  • Develop more efficient ways of working within back office environments
  • Work closely with Forecasting/ Planning and capacity planning team
  • Attend Daily/ weekly meeting with Operations to review performance, forecast accuracy and sickness levels and to devise an action plan

Essential Skills and Experience

  • Experience of contact centre resource planning specifically focused on real time
  • The understanding and experience of front and back office functions
  • An expertise in Contact Centre WFM, workflow and telephony technologies
  • A background of working efficiently within a team and manage expectations of key stakeholders
  • Experience managing Scheduling and Real Time Adherence in i360
  • The ability to challenge, test and provide creative solutions

To take advantage of this great opportunity with PACT please use the application provided.