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- Tasks: Monitor operations in real-time and optimise staffing for the best customer experience.
- Company: Diligenta, a leading Life and Pensions Administration Service provider.
- Benefits: 31 days holiday, annual bonus, and access to exclusive discounts.
- Why this job: Join a supportive team and make a real impact on customer service.
- Qualifications: 2-3 years experience in Real Time or Workforce Management with strong analytical skills.
- Other info: Dynamic work environment with excellent career development opportunities.
The predicted salary is between 29571 - 36964 £ per year.
Salary: From £29,571-£36,964 per year
Who are Diligenta? Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role: We’re looking for a proactive Real Time Queue Management (RTQM) Analyst to ensure seamless intraday queue management, reporting, and real-time insights across our operations. In this key role, you’ll help maintain service levels by managing staffing adjustments, short‑term forecasting, and optimizing resource allocation to deliver the best customer experience.
Benefits:
- 31 days including Bank Holidays.
- Eligibility for an annual discretionary bonus scheme.
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services).
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
- Cycle to Work Scheme & Interest free Season Ticket loans.
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
- A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave.
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection.
What you’ll be doing:
- Monitor operations in real time, providing performance insights and direction to meet service level targets.
- Manage agent activity (on‑call and off‑call) to optimize staffing and reduce customer wait times.
- Deliver intraday reports and performance updates to support operations.
- Respond to service level changes by adjusting staffing or rebalancing call volumes.
- Analyse performance data to identify trends and opportunities for improvement.
- Collaborate with internal teams to solve staffing and performance challenges.
- Ensure compliance with real‑time processes and maintain operational efficiency.
What we’re looking for:
- 2–3 years’ experience as a Real Time or Workforce Management Analyst.
- Strong command of Verint, NICE, Active OPS, or Cisco workforce management tools.
- Advanced Excel skills with sound analytical and statistical ability (including Erlang C).
- Solid understanding of contact centre operations, metrics, and performance drivers.
- Excellent communication and problem‑solving skills with a proactive, adaptable mindset.
- Proven ability to manage change and deliver accurate, timely outputs in a fast‑paced environment.
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!
Real Time Analyst employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Diligenta on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of real-time queue management and the tools mentioned in the job description. Show us you know your stuff, and don’t forget to have examples ready that demonstrate your problem-solving skills!
✨Tip Number 3
Practice your communication skills! Since this role involves collaboration and reporting, being able to articulate your thoughts clearly is key. Try mock interviews with friends or use online resources to get comfortable.
✨Tip Number 4
Don’t just apply anywhere; apply through our website! This way, you’ll be directly in the loop with Diligenta’s hiring team. Plus, it shows you’re genuinely interested in being part of our innovative culture.
We think you need these skills to ace Real Time Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real Time Analyst role. Highlight your experience with workforce management tools like Verint or NICE, and showcase your analytical skills. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our mission at Diligenta. Keep it engaging and personal – we love a bit of personality!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples where you've tackled challenges in real-time queue management or performance analysis. We’re looking for proactive thinkers who can adapt and deliver results!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our amazing benefits there!
How to prepare for a job interview at Diligenta
✨Know Your Tools
Familiarise yourself with the specific workforce management tools mentioned in the job description, like Verint or NICE. Being able to discuss your experience with these tools will show that you’re ready to hit the ground running.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data analysis in previous roles. Bring examples of how you've identified trends or improved performance metrics, especially using Excel or Erlang C. This will demonstrate your analytical prowess and problem-solving abilities.
✨Understand the Customer Experience
Since customer service is at the heart of Diligenta, be ready to talk about how your role as a Real Time Analyst can impact customer satisfaction. Think of specific instances where your actions led to improved service levels or reduced wait times.
✨Be Proactive and Adaptable
Diligenta values a proactive mindset, so prepare to share examples of how you've managed change in fast-paced environments. Highlight your adaptability and willingness to adjust staffing or processes to meet service level targets.