Real-Time Analyst

Chill Insurance is currently on the lookout for a Real-Time Analyst to join our Team. We're after individuals who are talented, motivated, and ambitious and are looking to progress in the Insurance business. We are looking for a person who can inspire and deliver results and wants to progress within the organisation. About the Company  Chill Insurance is an online 100% Irish owned insurance intermediary regulated by the Central Bank of Ireland. We are members of Brokers Ireland and carry Professional Indemnity Insurance. We've been in business since 2007 (formerly insureme.ie) and re-branded as Chill Insurance in May 2008. We pride ourselves on our three main pillars; Search, Talk and Claims. Chill Insurance is one of Ireland's fastest growing insurance brokers and to ensure we continue our upward trajectory we're looking for superb people to come and join our rapidly expanding team. Key Responsibilities  Responsibility for monitoring all aspects of real time and agent adherence and schedule adherence through the dialler / Telephony platform on an intra-day basis to ensure adherence to service levels and identify key areas for business improvement Provide recommendations to the operations to support with efficiencies and improving the service delivered to the customer whilst analysing any changes made across multiple sites Effectively and efficiently understand and use, on an intra-day basis, the Work Force Management tools (be-it spreadsheet based or WFM technology) suite, using it to its full potential to ensure that the contact centre environment is as successful as possible Maintain scheduling plans for business functions - taking ownership of the real time staff plan Analyse resource information to identify trends and provide meaningful insight to the operation Gathering call data for analysis to determine call volume trends, service activity or resource availability to schedule required staffing levels and provide reporting to management Meet Team & Department targets and Key Performance Indicator's (KPI's) Timely issuing of agent adherence and performance stats to Management on an intra-day basis Understand and assist with the creation of Dialler campaign and calling strategies Analyse data from the dialler and Contact Centre reports to identify potential business changes/improvements that can be made Embrace any new technology or systems implemented to aid the collections floor that are to be maintained by the team Be a central contact point for IT issue reporting and collation of data relating to lost time and man-hours resulting from these issues Complete any miscellaneous tasks/projects that may arise that are beneficial to the company Qualifications and Experience   The ideal candidate will have APA Qualification  Proven experience in monitoring and assessing call handling/dialler experience is a pre-requisite for this role Proven customer service experience and the ability to deal with key stakeholders in a professional and confident manner Analytical and pragmatic with the ability to interpret and present data/statistics Skills The ability to multi-task in a high pressure and challenging Contact Centre environment Attention to detail and the ability to identify trends in dialler and call centre performance Driven personality - Self-starter, able to work to targets, KPI's & deadlines, enthusiastic and Tenacious Team Player & cross functional collaboration Excellent planning and organisational skills Proven track record in the delivery of customer satisfaction. Excellent numerical skills Excellent PC skills Proven track record in the delivery of customer satisfaction What can you expect from Chill  Competitive Salary Full support to assist in completion of Insurance Industry Exams. A very convenient and well connected location in Sandyford Industrial Estate which is close to the Luas, M50 and major Dublin Bus routes. A fun and modern office space with excellent facilities and unlimited tea and coffee. Great staff sports & social events. Employee Wellness initiatives (fruit baskets, etc.) Cycle to Work Scheme Graduated holiday Leave entitlement linked to your service capped at 24 days annually