Opportunité d’emploi à Dublin : Analyste en temps réel / Formateur au Centre de Contact
Présentation de l’entreprise
Beacon Hospital, basé à Dublin, est dédié à offrir des soins aux patients dans un environnement axé sur la qualité, le respect et la compassion. L’hôpital cherche à renforcer son équipe avec le recrutement d’un Contact Centre Real-Time Analyst / Trainer. Ce poste est essentiel pour maintenir une performance optimale de son centre de contact, garantissant ainsi la satisfaction des patients.
Description du poste
Le Contact Centre Real-Time Analyst aura pour mission principale d’assurer le suivi des performances en temps réel du centre de contact, de gérer les activités des agents et d’optimiser la livraison des services. Le candidat idéal devra avoir d’excellentes compétences en communication et en analyse, afin d’anticiper et de résoudre les perturbations potentielles des niveaux de service.
Responsabilités clés
- Suivi en temps réel : Surveillance continue des performances, y compris la disponibilité des agents et le volume d’appels.
- Gestion des effectifs : Ajustement des niveaux de personnel en fonction de la demande, en collaborant avec l’équipe de gestion des services aux patients.
- Gestion des incidents : Réaction rapide aux pannes de système ou aux augmentations inattendues des volumes d’appels.
- Rapport de performances : Fourniture de mises à jour en temps réel et compilation de métriques clés comme le temps moyen de traitement.
- Analyse des causes profondes : Identification des tendances récurrentes et proposition d’améliorations de processus.
- Formation des agents : Formation sur les techniques de gestion des appels et support en temps réel pour améliorer la qualité du service.
- Projets sur la plateforme de téléphonie : Participation aux projets relatifs à la téléphonie pour assurer un service efficace et adapté.
Profil du candidat
Qualifications:
- Certificat de fin d’études secondaires ou équivalent.
Expérience:
- Minimum de 2 ans d’expérience dans un environnement de centre d’appels.
- Expérience en tant qu’analyste en temps réel et formateur souhaitée.
- Compétences informatiques, y compris l’utilisation de MS Excel et Word.
Compétences et qualités personnelles
Le poste nécessite d’excellentes compétences interpersonnelles, ainsi qu’une capacité à travailler de manière autonome et en équipe. Le candidat doit faire preuve d’une forte responsabilité et avoir un bon sens de l’organisation et de la prise de décision.
Conditions de travail
Le poste est basé à Dublin et exposé à un environnement de travail dynamique qui demande une grande flexibilité. Les postulants doivent être prêts à s’adapter et à collaborer avec différents départements de l’hôpital.
Salaire: À négocier lors de l’entretien.
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Ce poste représente une excellente opportunité pour ceux qui recherchent à évoluer dans un secteur en pleine croissance, tout en contribuant à un service essentiel. L’égalité des chances est au cœur des valeurs de Beacon Hospital, promouvant une diversité et une inclusion au sein de son équipe.
📅 Date de publication de l’offre : Fri, 20 Jun 2025 22:42:27 GMT
🏢 Entreprise : Beacon Hospital
📍 Lieu : Dublin
💼 Intitulé du poste : Contact Centre Real-Time Analyst / Trainer
💶 Rémunération proposée :
📝 Description du poste : Job DescriptionJob Title: Contact Centre Real-Time Analyst / TrainerDepartment: Patient ServicesReports to: Patient Services ManagerDate: June 2025Overall Purpose of JobOur mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do.The Contact Centre Real-Time Analyst plays a critical role in ensuring the seamless operation of the contact centre by monitoring real-time performance metrics, managing agent activity, and adjusting optimise service delivery. The role requires excellent communication and analytical skills to identify potential disruptions in service levels, proactively implement solutions, and keep management informed on performance trends.This position is key to improving customer satisfaction by maintaining consistent service levels and minimizing wait times. Additionally, the Real-Time Analyst is responsible for training agents on effective call handling techniques, listening to calls to identify trends, and providing real-time feedback to improve overall service quality. The role also involves active participation in all projects related to the telephony platform to ensure alignment with operational needs and performance standards.Key Responsibilities:Real-Time Monitoring:
- Continuously monitor the performance of the contact centre in real-time, including agent availability, call volumes, service levels, and other key performance indicators (KPIs).
- Ensure that agents are adhering to their schedules and respond promptly to any deviations.
Workforce Management and training:
- Adjust and manage staffing levels based on real-time demand, including reassigning agents or rescheduling breaks and lunches to ensure adequate coverage.
- Collaborate with the Patient Services Management Team to ensure optimal shift planning and schedule adherence.
Incident Management:
- Identify and respond to system outages, unexpected spikes in call volumes, or other disruptions to service delivery.
- Escalate issues to relevant departments or management for immediate resolution and ensure that corrective actions are taken.
Performance Reporting and training:
- Provide real-time performance updates and alerts to managers and team leaders, highlighting any issues that could impact service levels or customer experience.
- Compile and communicate key metrics such as Average Handle Time (AHT), service levels, and abandonment rates and average speed to answer.
Root Cause Analysis & Reporting:
- Analyse real-time data to identify trends, recurring issues, and performance gaps.
- Propose and implement process improvements to enhance efficiency and overall contact centre performance.
Agent Support and Training:
- Assist in supporting agents by addressing questions or concerns regarding real-time performance and scheduling.
- Provide guidance on managing high call volumes, customer complaints, or urgent issues.
Training and Call Handling Support:
- Deliver targeted training to agents on effective call handling techniques, including managing customer expectations, maintaining professionalism, and optimizing call resolution.
- Monitor and assess agents’ call handling performance, providing feedback and coaching where necessary to improve customer interactions and service quality.
- Be the champion of CRM usage for our Team.
- Work with the Training team to develop materials and resources that aid agents in improving call handling and overall performance.
Call Listening & Real-Time Feedback:
- Actively listen to live or recorded calls to identify call trends, emerging issues, or recurring customer concerns.
- Provide real-time feedback to agents during or after calls to address immediate concerns and to reinforce positive behaviours.
- Track call quality and provide insights to management on emerging call patterns that may require additional training or process adjustments.
Telephony Platform Projects:
- Take an active role in all projects related to the telephony platform, including upgrades, integrations and optimizations.
- Work closely with IT and project teams to ensure that the telephony system meets operational needs and performance standards.
- Provide insights on telephony platform capabilities and limitations, ensuring that the system supports efficient call routing, agent performance, and overall customer service goals.
- Test new features or system changes and assist with the implementation of solutions that enhance operational efficiency.
Operational Insights & Call Trends:
- Provide real-time operational insights to management, including analysis on call arrivals, peak call volumes, call spikes and other operational trends.
- Forecast call patterns and proactively suggest adjustments to staffing, workflows or system configurations to better handle expected volume fluctuations.
- Assist in preparing recommendations for resource allocation to prevent performance dips during high-demand periods.
Collaboration:
- Work closely with other departments (e.g., Quality Assurance, Training, IT, Patient Services Management) to ensure that all aspects of contact centre operations are aligned and that performance goals are met.
- Assist in implementing new initiatives that impact real-time performance.
Documentation:
- Document all actions, incidents and decisions in the real-time performance logs.
- Ensure that operational procedures and protocols are adhered to and updated as necessary.
Person SpecificationQualifications
- Leaving Certificate or equivalent.
Experience
- Minimum 2 years in a Call Centre Environment.
- Real – Time Analyst and training experience preferable.
- Computer literacy, including experience using MS Excel & Word
Job Specific Competencies and Knowledge
- Ability to communicate effectively and courteously with a wide range of individuals including: patients; referrers; Consultants; clinical & non-clinical hospital staff.
- People Skills have the ability to provide motivation and leadership to the team working in a busy environment.
- Ability to work consistently and accurately with processes and procedures.
- Exhibits ability to work as member of a team in daily performance of duties.
- Have a high capacity for responsibility and individual initiative
- Have strong organisational and decision-making skills
- Demonstrate ability to write clear and concise English.
Personal CompetenciesAll posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager of hospital management.This job description is intended to be an outline of the areas of responsibility and deliverables at the time of its writing. As the Hospital and the post holder develop, this job description may be subject to review in light of the changing needs of the Hospital.
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