Real Time Analyst

Here at esure Group, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

We are currently recruiting for a Resource Analyst to join our team. The successful individual will be responsible for collating, presenting, and coordinating the delivery of investment time across operational areas to ensure efficient resource use. Supports Resource Planning Leaders by stepping into service management when needed. Acts as the main point of contact for managing call flow, specialist activity, and service level achievement. Monitors queues and service levels in real time throughout the day, ensuring consistent performance and contributing to effective operational delivery and customer service excellence.

What you’ll do:

• Provide cover for Resource Planning Leaders across Ops and Claims services.
• Schedule, organise and monitor all investment time across resource-planned areas.
• Monitor real-time call flows and queues to maximise service outcomes.
• Track specialist activity and produce exception reports; take real-time action.
• Contact Specialists or Leaders to meet productivity and effectiveness targets.
• Balance skill-based routing across functions, sites and locations.
• Produce and adjust intra-day forecasts with stakeholder updates.
• Report in real-time using Amazon Connect, Verint, Tableau and JIRA.
• Re-optimise near-term schedules to improve service and effectiveness.
• Maintain Skills Matrix and manage changes for call handling efficiency.

What we’d love you to bring:

• Strong communication skills; build relationships with stakeholders at all business levels.
• Advanced negotiation, influencing, judgement, and effective decision-making abilities.
• Excellent planning and workload management; adaptable to changing priorities.
• Strong problem-solving skills with a proactive, analytical approach.
• Good understanding of contact centre processes and operations.
• Solid understanding of operational key objectives and performance measures.
• Skilled in knowledge transfer across teams and departments.
• Working knowledge of WFM, customer suite, workflows, and agent skill profiles.
• Understand short-term planning, schedule management, shrinkage, and effectiveness.
• Basic knowledge of employee lifecycle, holiday seasonality, demand and supply trends.

What’s in it for you?

• Competitive salary that reflects your skills, experience and potential.
• Discretionary bonus scheme that recognises your hard work and contributions to esure’s success.
• 25 days annual leave, plus 8 flexible days and the ability to buy and sell further holiday.
• Our flexible benefits platform is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
• Company funded private medical insurance for qualifying colleagues.
• Fantastic discounts on our insurance products! 50% off for yourself and spouse/partner and 10% off for direct family members.
• We’ll elevate your career with hands-on training, mentoring, access to our exclusive academies, regular career conversations, and expert partner resources.
• Driving good in the world couldn’t be more important to us. Our colleagues can use 2 volunteering days per year to support their local communities.
• Join our internal networks and communities to connect, learn, and share ideas with likeminded colleagues.
• We’re a proud supporter of the ABI’s ‘Make Flexible Work’ campaign and welcome you to ask about the flexibility you need. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
• And much more; See a full overview of our benefits here Reward and benefits | Esure Group PLC.

We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We celebrate individuality and create spaces where unique backgrounds and experiences can come together. We believe that diverse perspectives drive innovation, in turn enabling us to better serve our customers, community and build a stronger organisation. Our commitment to inclusion extends to every part of our business, from hiring practices to professional growth opportunities, ensuring equal access and support for all.