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For Companies At a Glance
- Tasks: Monitor live service performance and manage resources in real time for optimal customer experience.
- Company: Join a respected global organisation with a focus on operational excellence.
- Benefits: Competitive pay, hybrid working options, and structured training provided.
- Why this job: Make a real impact by supporting customer interactions and improving efficiency.
- Qualifications: Experience with data analysis and workforce management platforms is a plus.
- Other info: Great career growth opportunities in a dynamic, supportive environment.
The predicted salary is between 17 - 26 ÂŁ per hour.
Location: Whitley, Coventry
Contract Type: 12‑month contract
Inside IR35: Hybrid role
Rate: A GBP 21.88 per hour (Umbrella PAYE)
Role Overview
We are seeking a passionate and self‑motivated Real:Time Analyst (RTA) to join the Customer Relationship Centre (CRC) team on a 12‑month contract, based at our Whitley, Coventry site. This role is critical to supporting daily operational performance across multiple customer contact channels. As a Real:Time Analyst (RTA), you will monitor live service performance, manage resources in real time, and produce insightful reports to support operational decision‑making in a fast‑paced environment. You will work closely with team leaders and operational managers, providing day‑to‑day support, coaching, and guidance to help deliver an excellent customer experience. The role will also support the modernisation of the CRCs workflow management capability, transitioning from legacy systems to an advanced workforce management solution. Experience with Calabrio or similar WFM platforms is highly desirable, with full training provided on systems and processes.
Key Responsibilities
- Monitor live call lines and online chat activity to ensure efficient handling throughout the day
- Manage resources in real time, adjusting staffing levels and agent activity codes to maintain service levels
- Monitor and manage the real:time inbox, ensuring timely actions and effective communication
- Create and maintain weekly schedules to ensure adequate coverage across all customer contact channels
- Produce contact volume and performance reports to support operational decision‑making
- Analyse trends and patterns in data, identifying opportunities to improve efficiency and customer experience
- Work collaboratively with team leaders and operational managers to align resource planning with business needs
The Ideal Real:Time Analyst (RTA)
- Hardworking and committed, taking ownership of responsibilities and outcomes
- Comfortable managing multiple priorities in a fast‑paced operational environment
- Approachable and supportive, with the ability to build positive working relationships
- Trustworthy, with a strong sense of integrity and confidentiality
- Strong written and verbal communication skills
- Data‑driven, confident using insight to support operational decisions
- Strong Excel skills, including formulas and functions to analyse data, automate tasks, and build reports
- Experience with Calabrio or similar workforce management platforms is highly desirable
Working Pattern
Hybrid
Training And Induction
The initial 3‑4‑week induction and training period will be fully office‑based, requiring attendance 5 days per week at the Whitley site.
Hybrid Working (post‑training)
Subject to individual performance and Trainer/Team Leader sign‑off, the role will transition to hybrid working:
- 2 days per week on site (typically Tuesday and Wednesday)
- 3 days per week working from home
This role offers a great opportunity to join a well‑established organisation on a long‑term contract, with structured onboarding and hybrid flexibility once fully trained.
Join Us in Supporting Operational Excellence
This is an opportunity to join a respected global organisation where workforce planning and real:time operational insight play a vital role in delivering outstanding customer experiences. If you are an experienced professional who enjoys working with data, people, and operational teams, we would love to hear from you. Apply today to take the next step in your real:time analysis career. All applications will be treated in the strictest confidence.
Please Note
This Real:Time Analyst (RTA) role is deemed inside of IR35. The Umbrella Pay Rate offered is inclusive of the Assignment pay rate, holiday pay and Apex Recruitments contribution towards Employer Costs.
Real:Time Analyst (RTA) employer: TipTopJob
Contact Detail:
TipTopJob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real:Time Analyst (RTA)
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your responses, the more confident you'll feel during the actual interview.
✨Tip Number 3
Don’t forget to prepare some questions for them! Asking insightful questions shows that you’re engaged and serious about the role. Plus, it gives you a chance to find out if the company is the right fit for you.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you on their radar as they make their decision.
We think you need these skills to ace Real:Time Analyst (RTA)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real:Time Analyst role. Highlight your experience with data analysis, resource management, and any relevant tools like Calabrio. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. We love seeing enthusiasm and a personal touch!
Show Off Your Communication Skills: Since strong written communication is key for this role, make sure your application is clear and concise. We appreciate well-structured applications that reflect your ability to communicate effectively.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at TipTopJob
✨Know Your Numbers
As a Real:Time Analyst, you'll be working with data daily. Brush up on your Excel skills and be ready to discuss how you've used data to drive decisions in previous roles. Prepare examples of reports you've created or trends you've analysed.
✨Understand the Role
Familiarise yourself with the key responsibilities outlined in the job description. Be prepared to explain how your experience aligns with monitoring live service performance and managing resources in real time. Show that you understand the importance of customer experience in this role.
✨Show Your Team Spirit
This position requires collaboration with team leaders and operational managers. Think of examples where you've successfully worked in a team to achieve a common goal. Highlight your ability to build positive relationships and support others in a fast-paced environment.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current workflow management systems and their transition to new platforms like Calabrio. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you.
