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Real Time Analyst - Contact Centre

Published on 24 May 2022

Real Time Analyst - Contact Centre

Lancashire – Hybrid working

We’re looking to recruit a passionate and enthusiastic Real Time Analyst to join a well-established and successful contact centre operation. 

Hybrid working model – 2 days per week in the office.

This role will report into the Resource Planning Lead who you will work closely with to ensure their customers receive a best-in-class service.

You will work as part of a team that will be responsible for on the day and short-range resource decisions to ensure SLAs are consistently achieved.

In return you will receive an attractive salary and a benefits package including 25 days annual leave + bank holidays, holiday purchase scheme, life assurance, enhanced pension options and staff discounts.


  • Analysing predicted customer demand and staffing plans, making short-range decisions to balance or optimise resource across several volume contact business areas.
  • Analysing on the day performance, re-assigning resources and adjusting schedules to mitigate any negative impact on operational performance.
  • Identify and analysing the root cause of issues.
  • Managing multiple real-time activities that have varying SLA’s.
  • Prioritising calls and managing call routing.
  • Tracking on the day activity across several sites.

About you:

  • Previous experience in a contact centre real time analyst role.
  • Strong Excel skills.
  • Excellent analytical, decision making and problem-solving skills.
  • Self-motivated, ambitious and determined.
  • Excellent communication skills at all levels.
  • Experience in using a WFM system.

For further information and a confidential chat contact Matt Lazenby

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