Real Time Analyst - Contact Centre
New Today
The Real Time Analyst / Planner is responsible for managing intraday performance and short- to medium-term workforce planning within the contact centre. The role ensures service level targets are met by monitoring real-time activity, analysing trends, and making proactive adjustments to staffing, schedules, and resources.
*Key Responsibilities*
*Real Time Management*
* Monitor real-time contact centre performance across all channels (voice, email, chat, digital).
* Track KPIs including service level, ASA, AHT, occupancy, adherence, and shrinkage.
* Take immediate action to address intraday variances.
* Manage schedule adherence and escalate issues where necessary.
* Provide real-time updates and guidance to operational leaders and team managers.
*Workforce Planning & Forecasting*
* Produce short- and medium-term forecasts based on historical data and trends.
* Build and maintain staff schedules aligned to forecasted demand.
* Support capacity planning including recruitment and training assumptions.
* Review forecast accuracy and continuously improve planning models.
*Reporting & Analysis*
* Prepare daily, weekly, and monthly performance reports.
* Analyse trends and identify root causes of variance.
* Provide recommendations to improve efficiency and customer experience.
*Stakeholder Collaboration*
* Work closely with Operations, Training, Quality, and HR teams.
* Support operational decision-making with data-led insights.
* Communicate risks and mitigation plans to senior stakeholders.
*Skills & Experience*
Essential
* Experience in a Real Time Analyst, Planner, or WFM role.
* Strong understanding of contact centre KPIs.
* Experience with WFM tools (NICE/IEX, Verint, Genesys, Calabrio).
* Advanced Excel skills.
* Strong analytical and communication skills.
*Desirable*
* Omnichannel contact centre experience.
* Knowledge of forecasting methodologies (e.g. Erlang).
* Experience supporting change or transformation projects.
*Personal Attributes*
* Highly organised and detail-oriented.
* Calm under pressure.
* Proactive and adaptable.
* Comfortable in a fast-paced environment.
*Working Pattern*
* Hours: 37.5 per week, 5 days over 7, on a 4-week rotation (covering 8am–8pm).
*Benefits:*
* Additional leave * Bereavement leave * Company events * Company pension * Cycle to work scheme * Discounted or free food * Employee discount * Enhanced maternity leave * Enhanced paternity leave * Free flu jabs * Free parking * Gym membership * Health & wellbeing programme * On-site parking * Paid volunteer time * Private dental insurance * Private medical insurance * Sabbatical * Sick pay * Store discount
Job Types: Full-time, Permanent
Pay: From £28,000.00 per year
Benefits: * Bereavement leave * Company pension * Cycle to work scheme * Employee discount * Free flu jabs * Free parking * Health & wellbeing programme * On-site parking * Sabbatical
Experience: * Real Time Analyst, Planner or WFM: 2 years (required) * Contact Centre: 2 years (preferred)
Location: * York YO32 9GZ (preferred)
Work Location: In person
- Location:
- Gb
- Job Type:
- FullTime
- Category:
- Protective