Real Time Resource Analyst / Call Traffic Manager

Allianz Management Services Ltd; Poole; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Annual performance related bonus

Contributory pension scheme

Discount on insurance products

Job summary

Allianz Management Services Ltd is seeking a Real Time Resource Analyst / Call Traffic Manager to support day‑to‑day performance of a busy contact centre. The role coordinates real‑time demand, resources and service delivery across multiple channels, with close work to Operations Managers and Workforce Planning.

Location options include Leeds or Bournemouth, with final location discussed at interview. Salary is circa £30,000 per year, with a comprehensive rewards package and hybrid working

Qualifications

• Monitor real-time contact centre performance, resource availability and demand across channels.
• Identify service risks, forecast variances and capacity pressures with actions to protect service levels.
• Coordinate responses with Team Leaders and stakeholders to manage fluctuations.
• Support routing, queue management and IVR messaging within governance.
• Use data to identify trends and drive operational efficiencies.
• Support incident management and resilience planning with cross‑functional teams.

Responsibilities

• Monitor real-time contact centre performance and resource availability.
• Forecast variances and capacity pressures to protect service levels.
• Collaborate with Team Leaders to manage demand fluctuations.
• Assist with routing, queue management and IVR messaging strategy.
• Analyze data to improve customer journeys and efficiency.
• Support resilience planning and incident response initiatives.

Skills

Contact centre operations

Performance analysis

Workforce management

Stakeholder management

Prioritisation

Operational improvement

Job description

Real Time Resource Analyst / Call Traffic Manager

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.

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. That's on top of enjoying all the benefits you'd expect from the world's number one insurance brand, including:

• Flexible buy/sell holiday options


• Hybrid working


• Annual performance related bonus


• Contributory pension scheme


• Development days


• A discount up to 50% on a range of insurance products including car, home and pet


• Retail discounts


• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it's right for our customers, our business and for you, then we'll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Inclusive Support & Accessibility

At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that's assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We're here to support you.

If you have a disability or long-term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.

Contact our Resourcing team to opt into this scheme or for any assistance with during the recruitment process including larger text, hard copies, or spoken applications. [e-mail]

For any inquiries or to submit your application, please contact: Matthew Mckevitt

Closing date 06/11/26

We reserve the right to close the advert early if we reach enough applications.

Join us - Let's Care for Tomorrow.