Real Time Analyst - Workforce Management

Brook Street; Bargate; On-site; GBP 30,000; Full time

Job summary

A recruitment agency is seeking a detail-oriented Real-Time Analyst to join the Workforce Management team in Belper. The role involves managing real-time activity to align resources with workload demands, ensuring service level agreement (SLA) achievement, and offering analytical insights. Candidates should have experience in real-time management and proficiency with monitoring tools.

Qualifications

• Proven experience in real-time management within a contact centre.
• Strong analytical and problem-solving skills.
• GCSE grade C or equivalent in Maths and English.

Responsibilities

• Develop structured forecasts aligned to KPIs and SLAs.
• Communicate with Team Managers to ensure execution of real-time actions.
• Monitor agent adherence and service levels using real-time software.

Skills

Real-time management in a contact centre

Proficiency with WFM tools

Analytical and problem-solving skills

Excellent communication skills

Strong IT skills

Education

GCSE grade C or equivalent in Maths and English

Bachelor's degree in Business or related field

Tools

Vonage

Monet

Job description

Overview

Location: Belper, Derbyshire

Job Type: Full-time, Permanent

Salary: £30,000 per annum, plus annual bonus

About the Role

We are seeking a detail-oriented and proactive Real-Time Analyst to join our Workforce Management team in Belper. This role plays a vital part in supporting operational performance by managing real-time activity, aligning resource availability with workload demands, and ensuring consistent achievement of service level agreements (SLAs).

You'll act as the central hub for live operational oversight-monitoring, analysing, and responding to real-time data to keep operations running smoothly and efficiently.

Responsibilities

• Develop structured forecasts and real-time strategies aligned to KPIs, SLAs, and team capacity.
• Communicate clearly and promptly with Team Managers and agents to ensure understanding and execution of real-time actions.
• Collaborate with the Planning and WFM Lead to coordinate responses to live issues and performance fluctuations.
• Monitor agent adherence, call queues, and service levels using real-time software (e.g., Vonage, Monet).
• Enforce adherence to schedules, break patterns, and performance metrics to drive productivity.
• Produce and deliver regular performance reports to senior management, with actionable insights.
• Lead root cause analysis of SLA misses and drive continuous improvement initiatives.
• Make quick and informed staffing decisions based on intraday trends and demand forecasts.
• Take ownership of WFM KPIs including Service Levels, Occupancy, Utilisation, and AHT.

What We're Looking For

• Essential:
• Proven experience in real-time management within a contact centre or customer service environment.
• Proficiency with real-time monitoring and WFM tools (e.g., Vonage, Monet).
• Strong analytical and problem-solving skills with the ability to make fast, data-driven decisions.
• Excellent communication skills, both written and verbal.
• GCSE grade C or equivalent in Maths and English.
• Strong IT skills and confidence working with data and dashboards.
• Desirable:
• Bachelor's degree in Business, Operations Management, or a related field.
• Relevant WFM or customer service certifications.
• Level 5 qualification in Customer Service.
• Experience leading process improvements or operational efficiency projects.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy