Real Time Analyst

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This range is provided by ArvatoConnect. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Overview

We’re looking for a Real Time Analyst to join our centralised Workforce Planning team, where you’ll be at the core of keeping our contact centre performance on track. Using real-time data, you’ll monitor live activity across multiple accounts and channels, making timely decisions to protect service levels and deliver on our commercial goals. You’ll work closely with operational teams to address risks, reforecast when needed, and ensure our advisors are in the right place at the right time. This role is perfect for someone who thrives in a fast-moving environment, enjoys problem-solving, and wants to make a measurable difference to both our people and our customers!

There is a requirement to work weekends and varied hours in line with business needs.

What you’ll do

• Monitor live performance across multiple accounts and channels, using real-time data to keep service levels and commercials on track.
• Proactively spot risks and take immediate action to protect KPIs, escalating where needed.
• Reforecast in the moment when performance shifts, ensuring plans remain achievable.
• Provide clear, data-driven updates to operations, highlighting trends and recommending solutions.
• Partner with teams to manage absence impact, advisor availability, and schedule adherence.
• Keep on top of the centralised mailbox/ticketing system, resolving queries and promoting self-serve options.
• Maintain contact with advisors when needed to offer support and check on wellbeing.
• Analyse call volume patterns and share insights to help improve forward planning.

What you’ll bring

• Previous hands-on experience in real-time management within a contact centre.
• Strong knowledge of contact centre dynamics, KPIs, and operational processes.
• Confident user of workforce management tools, especially for real-time monitoring.
• Highly numerate with the ability to interpret and present data to tell a clear, actionable story.
• Skilled at balancing service delivery with commercial targets when making decisions.
• Strong communicator who uses facts and logic to influence and collaborate effectively.
• Able to remain calm under pressure and adapt quickly to changing priorities.
• Detail-focused, process-driven, and committed to achieving outcomes.
• Strong written and verbal communication skills.

Flexible approach to working hours, including weekend working when required.

Benefits

• Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.
• Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
• Pension Scheme – 4% employee contribution matched by the company.
• Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
• 24/7 Health and Wellbeing Support – access to a virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
• Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.

Diversity & Inclusion

It’s our differences that makes our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.

Role details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Analyst
• Industries: Outsourcing and Offshoring Consulting

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