Hybrid Real-Time Contact Centre Analyst

Cactus Search; Slough; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading recruitment agency in the United Kingdom is looking for a Real-Time Analyst to manage live contact centre performance. This role involves overseeing both voice and digital channels, ensuring that service targets are consistently met for a major business in the industry. Candidates should have experience in a contact centre environment, strong analytical skills, and be capable of making quick decisions under pressure. The position offers a mix of on-site and remote working opportunities.

Qualifications

• Experience in a contact centre WFM or real‑time environment.
• Strong understanding of forecasting, scheduling, and intraday management.
• Confident communicator with stakeholder management skills.

Responsibilities

• Monitor real‑time performance and key metrics.
• Adjust staffing and schedules in response to demand.
• Identify performance risks and take immediate corrective action.

Skills

Contact centre experience

Forecasting

Scheduling

Analytical skills

Stakeholder management

Advanced Excel

Power BI

Tools

Verint

NICE

Genesys

Calabrio

Job description

A leading recruitment agency in the United Kingdom is looking for a Real-Time Analyst to manage live contact centre performance. This role involves overseeing both voice and digital channels, ensuring that service targets are consistently met for a major business in the industry. Candidates should have experience in a contact centre environment, strong analytical skills, and be capable of making quick decisions under pressure. The position offers a mix of on-site and remote working opportunities.