Real-Time Contact Centre Optimisation Analyst

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

Benefits offered by this job

Flexible buy/sell holiday options

Hybrid working

Annual performance related bonus

Contributory pension scheme

Development days

A discount up to 50% on insurance

Retail discounts

Volunteering days

Job summary

Allianz UK in Leeds is seeking a Real Time Resource Analyst to support a busy customer contact centre. You will monitor real-time performance, resource availability and demand across channels, providing insight to Operations Managers and influencing decisions.

You will work with Workforce Planning and Leadership teams to forecast variances, manage capacity and protect service levels, while supporting routing, queue management and IVR messaging within governance controls.

Qualifications

• Monitor real-time performance, resource availability and demand across channels.
• Identify service risks, forecast variances and capacity pressures, and recommend actions.
• Coordinate responses with Team Leaders and stakeholders to manage demand fluctuations.
• Support customer interaction strategies including routing, queue management and IVR messaging.
• Use operational data to identify trends and drive efficiencies.
• Support incident management, resilience planning and continuous improvement with cross-functional teams.

Responsibilities

• Monitor real-time performance, resource availability and demand across channels.
• Identify risks, forecast variances and capacity pressures to protect service levels.
• Coordinate responses with Team Leaders to manage demand fluctuations.
• Support routing, queue management and IVR messaging within governance controls.
• Analyse data to identify trends and drive operational efficiencies.
• Support incident management, resilience planning and continuous improvement.

Skills

Contact centre operations

Performance data analysis

Workforce management

Stakeholder management

Decision making

Operational resilience

Tools

IVR tech

WFM tools

Routing config

Job description

Allianz UK in Leeds is seeking a Real Time Resource Analyst to support a busy customer contact centre. You will monitor real-time performance, resource availability and demand across channels, providing insight to Operations Managers and influencing decisions.

You will work with Workforce Planning and Leadership teams to forecast variances, manage capacity and protect service levels, while supporting routing, queue management and IVR messaging within governance controls.