Real Time Analyst

AXA Partners; Redhill; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Retail Discounts

Company Shareplan

Cycle2Work

Discounted Home Insurance

Employee Assistance Scheme

gym membership discounts

Job summary

AXA Partners is seeking a Real Time Analyst to join its Operations Department in Redhill. The role focuses on real-time performance monitoring across Home, Motor and Travel lines, using dashboards to maintain service levels and agent coverage.

You will balance workloads, coordinate with managers, and support seamless service delivery. You should bring at least 2 years in a similar role, strong analytical and communication skills, and experience with WFM/telephony.

Qualifications

• Minimum of 2 years in a similar role.
• Ability to analyse, present, and manage information accurately.
• Experience in managing service levels and targets in a contact centre.
• Customer-focused with strong verbal and written communication skills.
• Excellent organisational, prioritisation, and time management abilities.
• Proficient with IT tools, including call, workforce management software, and Microsoft Office.
• Knowledge of WFM systems and telephony is a plus.
• Proactive, autonomous, and capable of challenging and improving processes.
• Adaptable to a fast-paced, demanding environment.
• Positive attitude with attention to detail and a drive for excellence.

Responsibilities

• Responsible for real-time analysis and actions across our Home, Motor and Travel business lines. Analysing and assessing gaps in hours required to give adequate cover to answer calls and achieve service levels.
• Providing and analysing short-term trends and service level impact from deviations to plan on hours.
• Proactively challenging agent working activities to better meet department targets.
• Recommending changes to management to achieve service levels on the hours being fielded (e.g. in-shift hour changes, overtime requirements, etc).
• Working closely with Workforce Planning manager and planning team to support the adjustment of short-term forecasts and staffing plans as volumes change.
• Clearly documenting the processes and procedures for the smooth operation of this role to aid other team members when covering for annual leave, sickness, etc.
• Working closely with the Operational management to quickly and accurately identify deviations from the expected plan and to propose solutions for consideration.

Skills

Real‑time analysis

Data-driven decision making

Analytical reporting

Service levels management

Communication (verbal & written)

Organisational skills

Time management

Proactive process improvement

Adaptability

Tools

Call center software

Workforce management software

Microsoft Office

Job description

We are looking for a Real Time Analyst M/F to join our AXA Partners Operations Department.

(3 days per week at Redhill’s office).

The role of Real‑Time Analyst helps to deliver outstanding customer experiences by taking proactive, data‑driven actions.

This dynamic role involves overseeing agent performance across the department in a fast‑paced environment. You will utilise real‑time performance dashboards to monitor activities, ensure adherence to schedules, and maintain service levels. The position requires the ability to swiftly react to changing demands by balancing agents, skills, and workloads to ensure consistent availability and operational efficiency. You will work closely with Operational Managers to coordinate efforts and to promptly support seamless service delivery.

What You’ll Be Doing

• Responsible for real‑time analysis and actions across our Home, Motor and Travel business lines. Analysing and assessing gaps in hours required to give adequate cover to answer calls and achieve service levels.
• Providing and analysing short‑term trends and service level impact from deviations to plan on hours.
• Proactively challenging agent working activities to better meet department targets.
• Recommending changes to management to achieve service levels on the hours being fielded (e.g. in‑shift hour changes, overtime requirements, etc).
• Working closely with Workforce Planning manager and planning team to support the adjustment of short‑term forecasts and staffing plans as volumes change.
• Clearly documenting the processes and procedures for the smooth operation of this role to aid other team members when covering for annual leave, sickness, etc.
• Working closely with the Operational management to quickly and accurately identify deviations from the expected plan and to propose solutions for consideration.

What You’ll Bring

• Minimum of 2 years in a similar role.
• Ability to analyse, present, and manage information accurately.
• Experience in managing service levels and targets in a contact centre.
• Customer‑focused with strong verbal and written communication skills.
• Excellent organisational, prioritisation, and time management abilities.
• Proficient with IT tools, including call, workforce management software, and Microsoft Office.
• Knowledge of WFM systems and telephony is a plus.
• Proactive, autonomous, and capable of challenging and improving processes.
• Adaptable to a fast‑paced, demanding environment.
• Positive attitude with attention to detail and a drive for excellence.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What We Offer

At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive Salary
• 25 days rising to a maximum of 27 days (based on a 5‑day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Dr@Hand
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - [e-mail]