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- Tasks: Ensure smooth operations by managing schedules, attendance, and performance in a dynamic team environment.
- Company: Join a vibrant company located in Cardiff City Centre, focused on inclusivity and employee well-being.
- Benefits: Enjoy perks like private healthcare, sabbaticals, dog-friendly offices, and free snacks!
- Why this job: Be part of a fun culture with opportunities for growth and impactful work in a supportive team.
- Qualifications: Strong analytical skills and experience in a contact centre are essential; communication is key!
- Other info: Hybrid role with initial training in the office; we value diversity and authenticity.
The predicted salary is between 28800 - 43200 £ per year.
Capital on Tap is on a mission to help small business owners by providing an all-in-one business credit card and spend management platform. We serve over 200,000 businesses worldwide and aim to help 1 million small businesses by 2030.
Location & Working Pattern – Cardiff | Hybrid – 3 days a week in the office. The first 6–12 weeks will be 5 days a week in the office while you get set in your new role.
Responsibilities
- Contribute towards achieving Service Level targets by balancing actual contacts with forecast and on-the-day activity.
- Use Workforce Management (WFM) and Call Monitoring tools to ensure adherence to schedules.
- Use insights to make decisions on the move of staff between tasks/skillsets.
- Use WFM tools to plan and schedule off-phone activities; report absences and lateness, providing insights to the management team.
- Produce regular intra-day performance reports detailing KPI performance.
- Produce daily reports detailing previous day\’s performance and potential impacts on the current day.
- Assist with production of rotas based on demand and make adjustments to plan as needed.
Our Values & Culture
- Just Pilot: We never settle for \”good enough\”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
- Why Not Today? Speed and simplicity give us a competitive advantage.
- Be a Buddy: We help the team from day one and do the right thing even when it\’s hard.
- Owners and Dates: If you own a task and agree to a date, you ensure it gets done.
- Feedback: We encourage growth and provide direct, constructive feedback.
We\’re Looking For
- Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools.
- Experience of supporting \”live performance\” within a contact centre environment.
- Proficiency in Excel / Google Sheets to analyse data and produce MI / Performance reports.
- Ability to provide clear insights and feedback to improve operational efficiency.
- Ability to prioritise workload.
Even if you don\’t have all of the necessary skills, we still encourage you to apply.
Interview Process
- Stage 1: 30 minute call with a Talent Partner
- Stage 2: 60 minute interview with Service Delivery Manager
Diversity & Inclusion
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks
- Private Healthcare including dental and optical services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
- Salary Sacrifice Pension Scheme up to 7% match
- Octopus EV Salary Sacrifice Scheme
- 28 days holiday (plus bank holidays)
- Annual Learning and Wellbeing Budget
- Enhanced Parental Leave
- Cycle to Work Scheme
- Season Ticket Loan
- 6 free therapy sessions per year
- Dog Friendly Offices
- Free drinks and snacks in our offices
Other Useful Info
Check out our \’Top Tips\’ for interviewing. Keep updated on new job opportunities by following us on LinkedIn. Email careers@capitalontap.com if you have any questions.
Excited to work here? Apply! If you\’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).
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Real Time Analyst employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Real Time Analyst. Understanding how to manage schedules and track attendance will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Brush up on your analytical skills by practising with real data sets. Being able to showcase your ability to identify trends and recommend solutions will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed time-sensitive tasks in previous roles. This will highlight your proactive problem-solving approach, which is crucial for this position.
✨Tip Number 4
Research our company culture and values. Being able to align your personal values with ours during the interview will show that you're a great fit for our team.
We think you need these skills to ace Real Time Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your analytical skills and experience in a contact centre environment. Emphasise any relevant achievements, particularly those that demonstrate your ability to analyse trends and improve operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Real Time Analyst role. Discuss how your proactive problem-solving approach aligns with the company's commitment to providing excellent service and how you can contribute to the team's success.
Showcase Relevant Experience: When detailing your work history, focus on specific examples where you've successfully managed schedules, tracked performance data, or implemented improvements in a previous role. This will help demonstrate your suitability for the position.
Prepare for the Interview: Research common interview questions for analytical roles and prepare your responses. Be ready to discuss your experience with data analysis and how you've used insights to drive improvements in past positions.
How to prepare for a job interview at Capital on Tap
✨Showcase Your Analytical Skills
As a Real Time Analyst, strong analytical skills are crucial. Be prepared to discuss specific examples of how you've investigated call volume spikes or identified root causes in previous roles. Highlight your ability to recommend effective solutions based on data.
✨Demonstrate Your Contact Centre Experience
Make sure to emphasise your experience in a contact centre environment. Talk about how you've previously analysed trends and performance data, and how this has helped improve operational efficiency. This will show that you understand the demands of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during the interview. Think about potential challenges you might face in the role, such as managing unexpected changes in attendance or creating rotas under pressure. Prepare to discuss how you would approach these situations proactively.
✨Communicate Clearly and Collaboratively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. Be ready to share how you've collaborated with teams in the past to achieve common goals, as this will demonstrate your ability to work effectively within a team.
