Making the Difference


Real Time Analyst


Job Details


Cardington - Customer Experience Centre

Contract Type

Fixed Term

Working Pattern

Full Time


Salary + bonus + benefits

Closing Date

16/08/2021 08:45

Being the difference.........

We currently have a 12 month Maternity cover contract to join us as a Real Time Analyst.

Working as part of the Customer Experience Centre team, this role is all about supporting the Resource Planning Manager, Head of Customer Experience Centre and the department, in delivering an outstanding service to our customers.  Through your collaboration with key stakeholders within the CEC and other functions, you will play a key role in enabling the department to operate effectively and efficiently, whilst remaining an engaging environment for our people. 

The primary focus of this role is to provide a wide range of operational support/ service delivery across the organisation. This role will be responsible for overseeing the provision of workforce practices and strategies to achieve, operational efficiencies and effective Real-time planning.

This is a role supporting both the delivery of the business strategy and working operationally often in a deadline driven environment, also contributing to projects and initiatives from time to time, including cross-functional work.  You will be able to demonstrate a sound knowledge of resource planning and performance analysis.  As a proven high performer, you will have demonstrated the ability to meet and exceed targets and have a track record of delivery and value creation.  

This is a hugely rewarding role, providing the right candidate with a high level of autonomy and empowerment to deliver outstanding business results through the effective planning and utilisation of our most important asset; our people, ultimately enabling us to make a difference by solving people’s problems with real care.

Key Accountabilities

  • As a key member of the Resource Planning team, you will be accountable for co-ordinating appropriate staffing allocation to meet in-day demand across all channels, identifying and proactively addressing key gaps in resource to enable achievement of SLA’s, abandonment rates and resource plan
  • To proactively analyse and review intraday performance, highlighting reasons for under / over performance and taking actions to improve performance through engaging with key stakeholders
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting contact volumes, duration, and required staffing levels using current trends and historical data
  • To refine short term forecasting models with accurate demand volumes, profiles, assumptions and staffing.  Reforecasting and highlighting gaps in resource with key actions to be taken, providing “what if” scenario modelling when required
  • To monitor CMS / WFM systems in real time verifying productivity and adherence to schedules, feeding back any inefficiencies to the CEC Leadership Team
  • To proactively monitor and adjust inday plans to project demand, communicating with the Resource Planning Manager and CEC Senior Leadership team on any changes required
  • Understand and report on volume demand drivers, working closely with the operational team to understand reasons for customer demand
  • Utilise available resource to support other areas of the business
  • Maximising available time through offering out additional coaching, training time to CEC Team Managers to support core KPI’s
  • Responsible for providing regular intraday and summary reports to management on performance
  • Analysis of shrinkage (off-phone/out of office time) versus forecast, to inform future planning decisions and ensure resource is fully optimised
  • Monitor call distribution, IVR’s and call flows to ensure the appropriate call types are being routed to the correct agent’s skill sets
  • Managing and updating work force management system in real time.
  • Support the integration and implementation of new call centre technologies.
  • Supporting the optimisation of the workforce management and telephony systems, ensuring we maximum the usage and benefit available from these systems.

So, what are we looking for?

  • Excellent knowledge of call centre operations and management, including all related calculations and KPIs
  • Intermediate knowledge of various forecasting / scheduling software.  Experience in Verint SaaS and Avaya ACCS an advantage.
  • Strong organisational skills
  • Ability to prioritise workload, meet deadlines and perform multiple tasks with attention to detail
  • Ability to communicate data/forecasts to all levels of employees in an easy to understand format.
  • Results driven, with an ability to work independently with minimal supervision
  • Strong decision making and problem-solving capability
  • Mathematics and statistical qualifications, with experience of trend analysis, an advantage
  • Minimum 3 years’ experience working in an inbound, multi-channel call centre environment
  • Excellent knowledge and use of Excel spreadsheets an advantage

Benefits include:

  • Generous bonus dependent on overall company performance
  • Up to 10% pension contributions – based on employee contribution of 5% 
  • 28 days annual leave (including bank holidays) 
  • Access to “Love2Save”, our colleague discount platform

How do you apply?

Follow the link below and apply using your CV or our easy online application. We will be in contact to offer you an interview ASAP





Your place in our world

Head of Customer Experience Centre
Real Time Analyst