Real Time Resource Analyst / Call Traffic Manager

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

Role Description

As a Real Time Resource Analyst, you will play a key role in supporting the day-to-day performance of a busy customer contact centre operation, ensuring customer demand, resource deployment and service delivery remain aligned. You'll work closely with Operations Managers, Workforce Planning and Operational Leadership teams, using real-time insight to influence decisions, improve customer outcomes and strengthen operational resilience.

Locations

Available locations: Leeds and Bournemouth. Final location can be discussed during the interview process.

Salary Information

Pay: Circa 30,000 per year. Pay is based on experience, skills and location and forms part of our total rewards package.

About You

You will monitor real-time contact centre performance, resource availability and customer demand across multiple channels, providing insight and support to Operations Managers. You will identify service risks, forecast variances and capacity pressures, recommending actions to protect service levels, productivity and customer outcomes. You will coordinate operational responses with Team Leaders and operational stakeholders to manage demand fluctuations and maintain performance. You will support customer interaction strategies, including routing, queue management, IVR messaging and customer communications within agreed governance controls. You will use operational and contact data to identify trends, improve customer journeys and drive operational efficiencies. You will support incident management, resilience planning and continuous improvement activities, working with Technology, Workforce Planning and Operational Leadership teams.

Essential Skills

Strong understanding of contact centre operations, service levels and customer demand management. Ability to analyse operational performance data, identify trends and make informed recommendations. Good knowledge of workforce management principles, telephony, routing and operational reporting processes. Strong communication and stakeholder management skills, with the ability to provide clear and timely operational updates. Ability to prioritise multiple activities and make sound decisions in a fast-paced operational environment. Experience supporting operational performance, service recovery or business continuity activities.

Desirable Skills

Experience working within a multi-channel contact centre or customer operations environment. Knowledge of routing configuration, queue management, IVR technologies or workforce management tools. Experience supporting operational change, continuous improvement or customer journey optimisation initiatives. Responsible Artificial Intelligence usage.

What We Will Offer You

• Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that's perfect for you.
• We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training.