Hybrid Real-Time Resource Analyst – Contact Centre

Allianz; Leeds; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Flexible holiday options

Hybrid working

Annual bonus

Contributory pension

Development days

Staff discounts

Job summary

Allianz is seeking a Real Time Resource Analyst to help maintain day-to-day performance of a busy customer contact centre. You will use real-time insight to influence decisions, improve customer outcomes and bolster operational resilience.

Available locations are Leeds and Bournemouth; final location discussed at interview. The role offers hybrid working with a salary around £30,000 per year and a comprehensive rewards package.

Qualifications

• Monitor real-time contact centre performance and demand across multiple channels.
• Identify service risks, forecast variances and capacity pressures; recommend actions.
• Coordinate operational responses with Team Leaders and stakeholders to manage demand fluctuations.
• Support customer interaction strategies including routing, queue management, IVR messaging and governance.
• Use operational data to identify trends and drive improvements in customer journeys.
• Support incident management, resilience planning and continuous improvement activities.

Responsibilities

• Monitor real-time performance across channels and demand.
• Provide insight to Operations Managers and leaders.
• Identify risks and capacity pressures; recommend actions.
• Coordinate responses with Team Leaders and stakeholders.
• Support routing, queue management, IVR messaging.

Skills

Contact centre ops

Performance analytics

Workforce management

Stakeholder comms

Prioritisation

Operational resilience

Job description

Allianz is seeking a Real Time Resource Analyst to help maintain day-to-day performance of a busy customer contact centre. You will use real-time insight to influence decisions, improve customer outcomes and bolster operational resilience.

Available locations are Leeds and Bournemouth; final location discussed at interview. The role offers hybrid working with a salary around £30,000 per year and a comprehensive rewards package.