Real Time Analyst
Description
Are you ready to make a real difference in a fast-paced, dynamic environment? AXA Health is looking for a dedicated experienced Real-Time Analyst to join our team on a full-time, permanent basis. In this vital role, you'll monitor real-time performance metrics, ensuring we meet our Service Level Agreements (SLAs), and deliver outstanding service to our members. If you have a sharp analytical mind, sound communication skills, and a passion for collaboration, we'd love to hear from you. Join us and take your career to the next level-helping us deliver excellence every day.
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.
Working Hours & Shift Pattern: Full time, 37.5 hours per week over 5 days, 7.5-hour shifts between 7.30am and 8pm Monday to Friday. We have a rotating shift pattern which includes 1 in 5 Saturdays and 1 Bank Holiday per year. You'll earn a 5% shift allowance in addition to your basic salary.
What you'll be doing:
• Ensuring adherence to Service Level Agreements (SLA), Average Speed of Answer (ASA), and answer rates in assigned areas, providing regular updates on any discrepancies.
• Monitoring real-time performance against schedules, proactively identifying and addressing service-level risks while keeping stakeholders informed of critical updates.
• Collaborating with planning teams to optimise staffing levels and enhance service delivery, drawing insights from operational leaders.
• Fostering excellent relationships with operational teams and Service Operations Support to promptly addressing IT outages and reducing disruptions for our members.
• Tracking incidents resulting in lost hours and delivering performance feedback to senior leadership, championing continuous improvement.
• Documenting processes and sharing knowledge to ensure operational continuity and supporting team development.
Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we're able to effectively manage interest. Therefore, if you're interested in joining us at AXA, please don't hesitate to apply.
We know that some candidates may be discouraged from applying if they don't meet every requirement. If you're excited by this job and the prospect of working at AXA but you're not sure you tick every box, we'd still encourage you to apply.
What you'll bring:
• Proven experience in real-time operations role with sound analytical skills focusing on performance metrics is essential.
• Working knowledge of Genesys telephony platform.
• Ability to connect with a variety of people in a fast-paced environment while demonstrating a positive, can-do attitude.
• Well organised, excellent attention to detail with the ability to multi-task and show resilience.
• Customer focused and committed to high-quality service delivery.
• Self-motivated, professional, and adaptable to changing business demands.
• Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
• Knowledge of automation and AI tools would be advantageous together with experience of Incident Management with a thorough understanding of Workforce Planning applications.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
What we offer:
At AXA UK, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
• Competitive annual salary of up to £30,000 dependent on experience.
• 5% shift allowance.
• Annual company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• Private health cover.
• 28 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• Wellbeing services & resources.
• AXA employee discounts.
To apply, click on the 'apply for this job' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we're proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to laura.venables@axa-uk.co.uk.
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Who we are:
At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We're transforming our business by developing easy, efficient, digital experiences for our customers. We're a collective of specialists passionate about helping our members flourish, whether that's individuals and families, small businesses or huge corporates.