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Role Overview:
Are you a detail-driven professional with a passion for optimizing contact centre performance? We're looking for a Real Time Analyst to manage intraday queue performance, provide real-time insights, and drive effective resource allocation. In this crucial role, you'll be responsible for monitoring staffing levels, adjusting workflows to meet service demands, and delivering insightful reporting to improve customer experience and operational efficiency.
What's in It for You?
Enjoy a range of benefits and perks designed to support your personal and professional well-being, including:
33 days of annual leave, including public holidays
Performance-based bonus opportunities
Professional development and career progression pathways
Access to employee discount platforms for savings on everyday essentials, holidays, and more
Health and wellbeing support, including employee assistance programs
Cycle-to-work scheme and travel loans
Enhanced leave policies, including carer's leave and retirement leave
Contributory pension plan with matching contributions, plus life assurance and income protection
Your Key Responsibilities:
As a Real Time Analyst, your role will focus on:
- Monitoring real-time performance, ensuring staffing aligns with service levels and customer demand
- Managing agent activity to reduce wait times and improve service outcomes
- Producing timely intraday reports to track performance and identify trends
- Responding to service fluctuations by reallocating resources to balance workloads
- Analyzing performance metrics and making recommendations for improvement
- Collaborating with operations teams to ensure seamless delivery of services
- Ensuring compliance with real-time processes to maintain operational stability
What We're Looking For:
We're seeking a proactive and analytical professional with the following:
- 2-3 years' experience in a real-time management or workforce optimization role
- Proficiency with workforce management tools, such as Verint (essential), Cisco, Nice, or Genesys
- Strong Excel and Access skills for data analysis and reporting
- Solid understanding of contact centre metrics, including utilization, occupancy, and service levels
- Excellent communication skills, both verbal and written, with the ability to engage stakeholders at all levels
- A solutions-focused mindset, identifying areas for improvement and driving change
- Flexibility and adaptability to meet evolving business needs
- Experience managing change and supporting continuous improvement
Looking to Make an Impact?
This is your opportunity to take a key role in a fast-paced environment where your skills will directly influence performance and customer satisfaction. Apply now and bring your expertise to a team focused on achieving excellence.
