Real Time Analyst - Workforce Management

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

Job summary

A recruitment agency in Belper is seeking a Real-Time Analyst to support operational performance. The ideal candidate will manage real-time activity, monitor service levels, and produce performance reports. Required qualifications include experience in a contact centre environment and a bachelor's degree in Business or related field. This is a full-time, permanent role with a salary of £30,000 plus annual bonus.

Qualifications

• Proven experience in real-time management within a contact centre.
• Strong analytical and problem-solving skills.
• Experience in leading process improvements.

Responsibilities

• Develop forecasts and real-time strategies.
• Monitor agent adherence and service levels.
• Produce performance reports with insights.

Skills

Real-time management experience

Proficiency with WFM tools

Analytical skills

Communication skills

IT skills

Education

Bachelor's degree in Business or related field

GCSE grade C in Maths and English

Level 5 qualification in Customer Service

Tools

Vonage

Monet

Job description

Up to £30000.00 per annum + Annual bonus

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.

Key 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

• 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.
• 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.

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