Real Time Analyst Supervisor

Description du poste:

Are you passionate about delivering exceptional customer experiences and thriving in a fast-paced environment? AXA Partners is looking for a dedicated Real-Time Analyst Supervisor to lead our team in ensuring seamless service delivery at our Redhill contact centre. This is your chance to make a real difference in a supportive, innovative organization that values teamwork, continuous improvement, and diversity. About the Role As a pivotal part of our Operations team, you will oversee a small but dynamic team responsible for monitoring and adjusting agent performance in real time. Your proactive approach will help us meet service targets, optimize resource utilization, and enhance customer satisfaction. Working closely with operational managers and workforce planners, you will ensure our contact centre runs efficiently and effectively. What you'll be doing: Leadership and Team Support Supervise a small team of Real Time Analysts, providing guidance, coaching, and development Schedule team members to match call demand, ensuring optimal coverage Motivate and support team members to achieve individual and team goals Track team performance and provide feedback and coaching as needed Operational Monitoring and Adjustment Monitor call volumes and agent activity in real time using dashboards and management tools Identify and address gaps in staffing or scheduling to meet service levels Make quick, informed decisions to balance workload, skills, and agent availability Support operational managers by providing timely insights and solutions for any emerging challenges Performance Analysis and Reporting Analyze short-term trends and their impact on service levels Recommend and implement adjustments to improve efficiency and customer experience Document processes and procedures to ensure smooth operations during absences or staffing changes Support continuous improvement initiatives by providing performance insights Collaboration and Communication Work closely with Workforce Planning and Operations teams to adapt staffing plans to changing demands Keep managers informed of issues, progress, and opportunities for improvement Foster clear communication within the team and across departments What you'll bring: Minimum 2 years of experience in a similar role within a contact centre or operations environment Proven ability to manage and support a small team Strong analytical skills with the ability to interpret management data and trends Excellent communication skills, both verbal and written Skilled in using workforce management and telephony systems; experience with WFM tools is a plus Customer-focused mindset with a problem-solving attitude Highly organized, with the ability to prioritize and meet deadlines Comfortable working in a fast-paced, dynamic environment Tech-savvy with good IT skills, including Microsoft Office As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. What we offer At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Competitive Salary up to £40,000 depending on experience 22 days rising to a maximum of 27 days (based on a 5 day week) Retail Discounts Company Shareplan /Scheme & Loan Cycle2Work Scheme Discounted Home Insurance Employee Assistance Scheme Dr@Hand Discounted Gym Membership Free Financial Education/Pension Seminars To apply, click on the 'apply' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa Who we are: We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract) #LI-UK