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Real Time Senior Analyst - job post

Phoenix Group
3.8 out of 5
TelfordHybrid work
From £32,000 a year - Full-time
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Job details

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  • From £32,000 a year

Job type

  • Full-time

Shift and schedule

  • Overtime

Pulled from the full job description

  • Company pension

Full job description

We have an incredible opportunity to join us here at Phoenix Group as a Senior Real Time Analyst within our Telford Contact Centre.

Job Type: Permanent
Hiring Manager: Harli Thomas
Location: This role is based in the Telford office with some hybrid working
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
Closing Date: 23/04/2024
Salary and benefits: From £32,000 plus 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

Who are we?
We want to be the best place that any of our 7,800 colleagues have ever worked.
We're the UK's largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We're a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we're not done yet.

The Role

You'll oversee the day-to-day activity of the real time management team, monitoring contact centre performance in real time, identifying trends, anomalies and areas for improvement. You'll analyse real-time data and recommend corrective action to issues with productivity, efficiency and root causes of performance issues with the aim of improving customer outcomes. You'll also generate reports to communicate trends and insights to key stakeholders. You can also expect to lead, motivate and guide the team by actively coaching and developing them. You'll keep the team highly engaged and committed to doing their best work for customers and stakeholders.

What are we looking for?
You'll have experience in a contact centre environment with a thorough understanding of real time monitoring and resource planning/forecasting. Highly organised, you'll be comfortable leading, influencing and motivating a team, communicate well and be able to utilise your problem-solving skills.
You'll have line management experience and a detailed knowledge of the regulatory and legislative requirements in Life and Pensions.

We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we've advertised and you believe that you can bring value to the role, we'd love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
Find out more about #LifeAtPhoenix
  • Guide for Candidates:
  • Find or get answers from our colleagues:

This role is in scope of the transformation of our Reassure business by 2026.

We are extending our existing strategic partnership with the leading IT services provider Tata Consultancy Services (TCS). This means that over the next three years, we'll be moving our customers to a new technology platform. As well as this, we'll transition some roles over to TCS's UK subsidiary, Diligenta. This role is in scope of this work which means initially you will be employed by Phoenix Group and over time your role will transition to Diligenta. Your recruiter will explain more about this during the recruitment process.
We're still looking for talented individuals to join us and the small number of advertised roles impacted by this will clearly state so on the job advert.


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