Real-Time Contact Centre Resource Analyst

Allianz; Lower Blandford St Mary; On-site; GBP 27,000 - 33,000; Full time

Job summary

Allianz is seeking a Real Time Resource Analyst to monitor and optimise day-to-day contact centre performance. You will work with Operations Managers, Workforce Planning and leadership teams, using real-time insights to influence decisions and protect service levels across multiple channels.

The role involves forecasting variances, managing capacity pressures and supporting incident management and resilience planning, with a focus on improving customer outcomes and operational efficiency.

Qualifications

• Strong understanding of contact centre operations, service levels and demand management.
• Ability to analyse operational performance data, identify trends and make informed recommendations.
• Knowledge of workforce management principles, telephony, routing and operational reporting processes.

Responsibilities

• Monitor real-time contact centre performance and resource availability to support Operations Managers.
• Identify service risks, forecast variances and capacity pressures, and propose mitigation actions.
• Coordinate operational responses with Team Leaders and stakeholders to manage demand fluctuations.
• Support routing, queue management, IVR messaging and customer communications within governance controls.

Skills

Contact centre operations

Performance data analysis

Workforce management

Stakeholder communication

Decision making under pressure

Tools

IVR systems

Routing configuration tools

Workforce management tools

Job description

Allianz is seeking a Real Time Resource Analyst to monitor and optimise day-to-day contact centre performance. You will work with Operations Managers, Workforce Planning and leadership teams, using real-time insights to influence decisions and protect service levels across multiple channels.

The role involves forecasting variances, managing capacity pressures and supporting incident management and resilience planning, with a focus on improving customer outcomes and operational efficiency.