Real-Time Contact Centre Resource Analyst

Allianz UK

Leeds

Hybrid

GBP 30,000 - 36,000

Full time

48 hours ago

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Benefits offered by this job

Hybrid working

Annual performance bonus

Contributory pension scheme

Development days

Discounts on Allianz products

Job summary

Allianz UK is seeking a Real Time Resource Analyst to support day-to-day performance of a busy contact centre. You will work with Operations Managers, Workforce Planning and Leadership teams using real-time insight to influence decisions and strengthen resilience.

Based in the UK with available locations Leeds and Bournemouth, final location discussed in interview. Hybrid working and a range of benefits are offered as part of the role.

Qualifications

Strong understanding of contact centre operations and service levels.
Ability to analyse performance data, identify trends and inform decisions.
Good knowledge of workforce management, telephony, routing, and reporting.

Responsibilities

Monitor real-time contact centre performance, resource availability, and demand.
Provide insight to Operations Managers to influence decisions.
Identify service risks, forecast variances, and capacity pressures.
Coordinate responses with Team Leaders to manage demand fluctuations.
Support customer interaction strategies including routing and IVR messaging.
Use data to identify trends and drive operational efficiencies.

Skills

Real-time analysis

Workforce management

Operational reporting

Stakeholder management

Routing & IVR awareness

Decision making under pressure

Tools

Contact centre tech (telephony)

Data analysis tools

Job description

Based in the UK with available locations Leeds and Bournemouth, final location discussed in interview. Hybrid working and a range of benefits are offered as part of the role.

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