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Join to apply for the Real Time Analyst role at Dojo

We’re reinventing payments.

In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

We’re reinventing payments.

In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.

But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The Role

We have an exceptional contact centre in Bristol and need an exceptional Real Time Analyst to join our Forecast & Planning Team to lead our intraday management of our Contact Centres both in Bristol and in Hull. The successful candidate will be responsible for real-time resource management, providing insight and analysis on previous day performance, trends, and ensuring we optimally use our resource to deliver industry leading service to our Customers.

What You Will Do...

• Monitor all telephony queues in real time and ensure KPI goals are being met across opening hours of the Contact Centre
• Take control of the daily tactical plan, identify any potential issues and offer solutions to mitigate concerns
• Daily MI reporting on previous days performance
• Maximise resource productivity by monitoring code usage, agent occupancy and managing off-phone activity
• Challenge non-adherence
• Ensure stakeholders are kept up to date throughout the day regarding forecast accuracy, performance, hotspots, concerns and remedial actions taken
• Supporting the resource planning analyst with short term activity booking
• Take ownership of technical issues, raise with relevant departments and keep stakeholders abridged of progress
• Support the wider Performance Management Team with analysis
• Engage with our people team to ensure alignment across departments
  
  

• A self-starter who is comfortable managing their own workload, responsibilities and who doesn't shy away from challenging the status quo
• Strong observation skills, inquisitive and challenging; always looking to improve performance
• Strong analytical skills alongside experience of working with raw data sets, identifying trends and issues ahead of impact
• Good communicator at all levels who is able to build effective relationships across all departments
• Strong presentation skills, both written and oral
  
  

• Experience with WFM platforms especially Salesforce, Amazon Connect or Calabrio
• Strong Excel (or Google Sheets) knowledge - ability to build tracking spreadsheets and get the most out of our data
• BI dashboarding and self-service tools, especially Looker
  
  

• You’re curious. You have a real desire to learn and create.
• You’re relentless. You keep going even when it’s easier not to.
• You’re customer-obsessed. You know how important customers are to what you do.
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

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