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Job Family
Customer Service & Sales
Job Type
Full Time
Posted Date
Ref #

The role of the Real Time Central Hub Analyst is to monitor delivery and ensure optimisation of call-handling performance by the most rational management of resources and systems on the day. Ensuring consistency of service, call delivery and service levels across intervals for each line of business.

This is achieved by monitoring telephony systems performance, core agent systems performance and call delivery in line with expectations and implementing mitigating solutions in the event of a fault, outage or unplanned event. Also required to contribute towards the best use of available resource according to their skill capabilities and the implementation of tactical routing options.

You'll own the monitoring all systems, platforms and sites and engaging with key stakeholders with regards to faults and implementing Disaster Recovery & Business Continuity plans where required. This role will aim to ensure quick resolution of issues to minimise impact to customers and call centre advisors

Specialists within the Real Time Analyst team will ensure the effective management of dialler activities in line with operational strategies, providing feedback on performance and balancing with inbound activities.

Please note this role is based in Bellshill and will require days in the office as well shift work including weekends.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

The must haves

In order to be considered, you must have the following experience;

  • Knowledge of workforce management systems and call routing technologies
  • Good interpersonal skills
  • Good knowledge of Microsoft Excel to support problem solving activities and scenario modelling
  • Ability to manage messages back to operational managers
The other stuff we are looking for

We'd also love you to bring;

  • Telco sector experience
  • Previous experience with outsource partners
  • A good understanding of resource planning and scheduling processes
What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include one stage face to face interview

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.


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