The Real Time Analyst is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. Coordinates real-time and/or intraday management of resources to ensure the accurate number of agents at the right times are in their seats to answer an accurately forecasted volume of inbound and/or outbound calls at the desired service level!
If you’re not an early bird, this role is perfect for you - as you will be mostly collaborating with North America, the work hours are 14:00-22:00.
This is a hybrid role with the flexibility to work both fully virtually or from our Kraków office!
Aon is in the business of better decisions
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.
As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.
You will coordinate appropriate staffing allocation and availability of call centre staff in order to achieve service level objectives. Also:
- monitoring site to ensure optimal staffing levels,
- adjusting intraday forecasts by projecting call volumes, call duration, and required staffing levels using current trends and historical data,
- running and analysing reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals,
- facilitating real-time discussions with necessary partners,
- completing root-cause analysis to resolve and quantify reasons for forecast variance
- recommending changes to enhance forecast accuracy and effectiveness,
- updating schedules, responding to raised issues and ad-hoc requests.
- 1 to 2 years’ experience in call centre workforce analyst or management role,
- experience working in an inbound or outbound call centre,
- intermediate Excel skills,
- strong understanding of digital literacy such as Outlook, WebEx Teams, CRM platforms,
- analytical mind
- English the least C1 level
- ability to work for US hours – 14:00-22:00
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!
Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.
Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on ReasonableAdjustments@Aon.com
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