At a Glance
- Tasks: Analyse real-time data to optimise operations and improve customer experience.
- Company: Join Trainline, Europe's number 1 rail app, on a mission for sustainable travel.
- Benefits: Enjoy private healthcare, work from abroad policy, and career growth opportunities.
- Other info: Dynamic team culture with a focus on diversity and inclusion.
- Why this job: Make a real impact on travel efficiency while shaping the future of rail.
- Qualifications: Experience in contact centre oversight and strong analytical skills required.
The predicted salary is between 36000 - 60000 € per year.
About Us
We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. Great journeys start with Trainline. Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco‑friendly and affordable as it should be. Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high‑speed journey.
Purpose of the Role
This is a 12‑month fixed‑term role, based on full‑time on site in Edinburgh. As part of a fast‑moving Customer Service Operations function, the Real Time Analyst plays a critical role in improving how real‑time operations are planned, managed, and optimised. The Real Time Analyst will play a key role in strengthening and modernising real‑time operations, with a clear focus on driving automation and operational optimisation. Beyond managing live performance, this role is responsible for identifying opportunities to simplify workflows, reduce manual intervention, and embed automation into real‑time decision‑making processes. Working closely with Operations, Workforce Management, and Technology partners, the role will proactively review current ways of working and champion scalable, automated solutions that improve efficiency, consistency, and service performance. Success will be measured not only by daily operational stability, but by the sustainable improvements and automation gains delivered over time.
What you will do as a Real Time Analyst at Trainline:
- Real‑Time Performance & Optimisation
- Own real‑time operational performance, overseeing queues, agent adherence, and service levels
- Ensure schedules, breaks, and activity management are applied consistently to support productivity and SLAs
- Lead intraday decision‑making with a focus on improving outcomes and reducing repeat issues
- Operational Improvement & Insight
- Analyse real‑time and intraday data to identify trends, bottlenecks, and systemic inefficiencies
- Drive and deliver improvements to real‑time processes, controls, and decision frameworks
- Translate insight into clear, actionable recommendations for Operations and Planning leaders
- Embed learning from intraday performance into playbooks and ways of working
- Leadership & Collaboration
- Partner with Team Managers to improve shared understanding of real‑time priorities and trade‑offs
- Take ownership of WFM KPIs and performance outcomes, clearly communicating actions and expectations
- Reporting & Governance
- Deliver concise, insight‑led performance updates to senior stakeholders
- Lead regular operational forums focused on performance, risks, and improvement actions
- Maintain strong governance around real‑time decisions, escalations, and accountability
- Complete a review of all reporting and management information outputs and make recommendations on how to automate these.
We'd love to hear from you if you have:
- Significant experience in contact centre real‑time oversight
- Strong analytical skills with the ability to interpret data and turn insight into action
- Confidence making decisions under pressure and balancing customer experience with efficiency
- Excellent communication skills, able to influence at all levels
- Proactive, improvement‑oriented mindset with a focus on making things work better over time
- Good stakeholder management skills
Preferred
- Experience with cloud‑based telephony / CRM platforms and Calabrio
- Experience working with Tableau or similar reporting tools
- Background in scheduling, shrinkage, or broader workforce planning
- Experience driving process improvements within real‑time or operational environments
Why Join Trainline
Opportunity to shape and improve real‑time operations in a complex, high‑volume environment. A role with genuine influence on customer experience and operational efficiency.
More Information
Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2‑for‑1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family‑friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! We're operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12‑week period. We also have a 28‑day Work from Abroad policy.
Our Values Represent The Things That Matter Most To Us And What We Live And Breathe Everyday, In Everything We Do:
- Think Big – We're building the future of rail
- Own It – We focus on every customer, partner and journey
- Travel Together – We're one team
- Do Good – We make a positive impact
We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!
Real Time Analyst - 12 Month Fixed Term Contract in Edinburgh employer: Trainline
Trainline is an exceptional employer, offering a dynamic work environment in Edinburgh where you can significantly impact real-time operations and customer experience. With a strong focus on employee growth, we provide clear career paths, personal learning budgets, and a hybrid working model that promotes work-life balance. Enjoy fantastic benefits such as private healthcare, generous leave policies, and a commitment to sustainability, making Trainline not just a workplace, but a community that values diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst - 12 Month Fixed Term Contract in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research Trainline's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to real-time analysis. Think about how you can demonstrate your analytical skills and decision-making under pressure – that's what they want to see!
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Real Time Analyst - 12 Month Fixed Term Contract in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Real Time Analyst role. Highlight your experience in contact centre real-time oversight and any relevant analytical skills that match what we're looking for.
Show Off Your Data Skills:Since this role is all about analysing data, don’t shy away from showcasing your analytical prowess. Include examples of how you've turned insights into actionable recommendations in previous roles.
Communicate Clearly:We value excellent communication skills, so make sure your application reflects that. Use clear and concise language, and don’t forget to demonstrate how you can influence at all levels within an organisation.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Trainline
✨Know Your Numbers
As a Real Time Analyst, you'll be dealing with data all the time. Brush up on your analytical skills and be ready to discuss how you've used data to drive improvements in past roles. Think about specific examples where your insights led to better operational performance.
✨Showcase Your Problem-Solving Skills
Prepare to talk about times when you identified bottlenecks or inefficiencies in real-time operations. Be ready to explain how you approached these challenges and what solutions you implemented. This will demonstrate your proactive mindset and ability to make things work better over time.
✨Communicate Clearly
Excellent communication is key for this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex data insights. You might even want to prepare a few examples of how you've influenced stakeholders in previous positions.
✨Embrace Automation
Since the role focuses on driving automation, be prepared to discuss your experience with automated processes. If you've worked with tools like Calabrio or Tableau, highlight that experience. Show enthusiasm for how automation can improve efficiency and customer experience.
