Real-Time Performance Analyst – Workforce Planning

ArvatoConnect; Datchet; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Discretionary Annual Bonus

Generous Holiday Entitlement

Pension Scheme

Life Insurance

24/7 Health and Wellbeing Support

Exclusive Discounts and Offers

Job summary

A leading outsourcing company in England seeks a Real Time Analyst to monitor live performance across multiple accounts and ensure service levels are maintained. The ideal candidate will have hands-on experience in real-time management within a contact centre and strong communication skills. This full-time role requires flexibility to work varied hours including weekends, and offers benefits like a discretionary bonus and generous holiday entitlement.

Qualifications

• Previous hands-on experience in real-time management within a contact centre.
• Confident user of workforce management tools for real-time monitoring.
• Strong written and verbal communication skills.

Responsibilities

• Monitor live performance across multiple accounts and channels.
• Proactively spot risks and take immediate action to protect KPIs.
• Analyse call volume patterns and share insights for improvement.

Skills

Real-time management experience

Knowledge of contact centre dynamics

Proficiency with workforce management tools

Ability to interpret and present data

Strong communication skills

Ability to remain calm under pressure

Detail-focused and process-driven

Job description

A leading outsourcing company in England seeks a Real Time Analyst to monitor live performance across multiple accounts and ensure service levels are maintained. The ideal candidate will have hands-on experience in real-time management within a contact centre and strong communication skills. This full-time role requires flexibility to work varied hours including weekends, and offers benefits like a discretionary bonus and generous holiday entitlement.