Real Time Analyst

The Opportunity

We’re looking for a Real Time Analyst to join a growing team focused on operational excellence within a Contact Centre environment. You’ll play a key role in driving performance throughout the day, identifying issues before they impact service, and ensuring resources are used effectively to meet SLAs. This is a great opportunity for someone with a solid real-time background who enjoys problem solving, fast-paced environments, and wants to bring analytical insight into daily operations.

Our client is proud to foster an inclusive, supportive, and people-first culture. From your first day, you’ll be part of a collaborative team that values growth, trust, and wellbeing. We believe that bringing your full self to work leads to better results – and a better experience for everyone.

What You’ll Be Doing

• Live-monitoring of queues, adherence, and contact patterns across channels
• Owning the tactical plan for the day and making intraday adjustments
• Investigating and responding to sudden changes in demand or staffing
• Producing daily performance reports and leading daily operations meetings
• Tracking shrinkage, code usage, and agent productivity
• Inputting intraday corrections and managing agent exceptions in WFM systems
• Escalating any system or performance issues following defined procedures
• Acting as a key link between operations, workforce planning, and wider stakeholders

What We’re Looking For

• Contact Centre real-time experience (telephony, adherence, live planning)
• Strong understanding of WFM tools and reporting platforms (e.g. PowerBI, Verint, Puzzel – or similar)
• Excellent attention to detail and time-sensitive problem solving
• Strong communicator – able to build relationships across teams and levels
• Comfortable taking ownership and making tactical decisions independently
• Analytical and proactive – always looking to improve processes and performance

Benefits Include

• Flexible hybrid working – just once a week in the office
• Structured onboarding with support throughout your first month
• Monthly complimentary wellness products
• Employee Assistance Programme (EAP) for mental wellbeing
• Access to training and development via an internal learning hub
• Discounts with well-known retailers and brands
• Gym membership savings and Cycle2Work scheme
• Holiday buy/sell options for more flexibility
• Health and cash plan, eye care vouchers, and life assurance
• Complimentary tea, coffee, and fruit in the office
• A relaxed, team-focused environment – plus an annual company-wide social event

Important to Note

• The role is hybrid, typically once a week in-office – but we’d ideally like the first month to be more office-based for onboarding, systems access, and collaboration during ramp-up
• Induction will be 100% in-office for the first two days
• You’ll work a rotating shift pattern (07:00–15:15 and 11:45–20:00)
• 37.5 hours per week, Monday to Friday only – no weekend shifts

Where We Need Support

We’re especially keen to hear from candidates with strong technical capability in real-time operations. If you're confident handling data, spotting trends quickly, and advising live performance improvements – this is where you can make a real impact.