Hybrid Real-Time Resource Analyst – Call Center Ops

Allianz Management Services Ltd; Poole; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Annual performance related bonus

Contributory pension scheme

Discount on insurance products

Job summary

Allianz Management Services Ltd is seeking a Real Time Resource Analyst / Call Traffic Manager to support day‑to‑day performance of a busy contact centre. The role coordinates real‑time demand, resources and service delivery across multiple channels, with close work to Operations Managers and Workforce Planning.

Location options include Leeds or Bournemouth, with final location discussed at interview. Salary is circa £30,000 per year, with a comprehensive rewards package and hybrid working

Qualifications

• Monitor real-time contact centre performance, resource availability and demand across channels.
• Identify service risks, forecast variances and capacity pressures with actions to protect service levels.
• Coordinate responses with Team Leaders and stakeholders to manage fluctuations.
• Support routing, queue management and IVR messaging within governance.
• Use data to identify trends and drive operational efficiencies.
• Support incident management and resilience planning with cross‑functional teams.

Responsibilities

• Monitor real-time contact centre performance and resource availability.
• Forecast variances and capacity pressures to protect service levels.
• Collaborate with Team Leaders to manage demand fluctuations.
• Assist with routing, queue management and IVR messaging strategy.
• Analyze data to improve customer journeys and efficiency.
• Support resilience planning and incident response initiatives.

Skills

Contact centre operations

Performance analysis

Workforce management

Stakeholder management

Prioritisation

Operational improvement

Job description

Allianz Management Services Ltd is seeking a Real Time Resource Analyst / Call Traffic Manager to support day‑to‑day performance of a busy contact centre. The role coordinates real‑time demand, resources and service delivery across multiple channels, with close work to Operations Managers and Workforce Planning.

Location options include Leeds or Bournemouth, with final location discussed at interview. Salary is circa £30,000 per year, with a comprehensive rewards package and hybrid working