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Job description


Job Title : Real Time Analyst

Department : Customer Care

Reports to : Customer Care Manager

Shift Pattern: 4 on 4 off, 08:00-20:00

Here at Gousto, we are on a mission to become the UK's favourite way to eat dinner!

Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.

We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner.

If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Go Gousto!

Due to the support we provide our Customers, some of our positions are shift base including this one!


The Opportunity

In a business where customers order from us week in week out, our Customer Care team is key in driving customer retention. Our department prides itself on being more than the average contact centre. We take a creative approach to how we structure our CC operation ensuring we have the highest quality of staff plugged into the business' day to day operations and combine this with Gousto's exceptional tech, analytics and data capabilities to keep us industry leading and providing world-class service to our customers.

As a Real Time Analyst, you will be focused on ensuring our agents are in the right place at the right time, ensuring we deliver world class customer care in the most efficient manner. Your role provides the foundation for ensuring that we hit our service levels through the execution of efficient intraday management & analysis of drivers of forecast variance. You will work closely with our CC Operations Manager to ensure the delivery of associated workforce management metrics.

What you'll do:
  • Create and optimise daily schedules across all sites to deliver service levels against forecast volumes across all channels/workflows
  • Drive real time schedule adherence across all sites
  • Update schedules in real time to meet operational needs by re-assigning resource and adjusting schedules to account for forecast variance, ensuring service levels are met
  • Communicate changes to inbound contact patterns to the CC Management team, and feed these insights into future forecasts
  • Liaise with CC Management team and other stakeholders to adjust levels of downtime based on inbound requirements
  • Produce, evaluate & present daily/weekly/monthly performance reports for all sites for a range of metrics including shrinkage, occupancy & untracked time
  • Build strong relationships with both our internal stakeholders and external support partners, ensuring you can communicate any feedback in a constructive manner
  • Monitor inbound traffic, identifying and escalating any unexpected contact drivers
  • Assist with forecasting activities and recommendations for overcoming resourcing trials

Who you are:
  • Knowledge of working in a RTA/WFM role, driving service delivery targets and real time adherence
  • A keen problem solver who uses analytical skills to identify and resolve issues
  • A passion for delivering best in class customer care
  • Great communication skills, building strong relationships and being able to influence stakeholders
  • Strong result finding ability, proactively sourcing and leveraging data to make informed decisions and implement effective solutions
  • Ability to maintain composure and self prioritise in busy situations
  • Knowledge of using WFM systems

Nice to haves, although not essential:
  • Knowledge of Zendesk
  • Skilled in working with outsourcing partners
  • Someone with strong knowledge of customer care in the food sector is advantageous
Job Sector
Job Position
Risk Analyst
London, UK Show on map
Post date
Closing date

How would you fit?

Learn more about Gousto

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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