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Job summary
A recruitment agency in Belper is seeking a Real-Time Analyst to support operational performance. The ideal candidate will manage real-time activity, monitor service levels, and produce performance reports. Required qualifications include experience in a contact centre environment and a bachelor's degree in Business or related field. This is a full-time, permanent role with a salary of £30,000 plus annual bonus.
Qualifications
- Proven experience in real-time management within a contact centre.
- Strong analytical and problem-solving skills.
- Experience in leading process improvements.
Responsibilities
- Develop forecasts and real-time strategies.
- Monitor agent adherence and service levels.
- Produce performance reports with insights.
Skills
Education
Tools
Up to £30000.00 per annum + Annual bonus
Job Type: Full-time, Permanent
Salary: £30,000 per annum, plus annual bonus
We are seeking a detail-oriented and proactive Real-Time Analyst to join our Workforce Management team in Belper. This role plays a vital part in supporting operational performance by managing real-time activity, aligning resource availability with workload demands, and ensuring consistent achievement of service level agreements (SLAs).
You'll act as the central hub for live operational oversight-monitoring, analysing, and responding to real-time data to keep operations running smoothly and efficiently.
- Develop structured forecasts and real-time strategies aligned to KPIs, SLAs, and team capacity.
- Communicate clearly and promptly with Team Managers and agents to ensure understanding and execution of real-time actions.
- Collaborate with the Planning and WFM Lead to coordinate responses to live issues and performance fluctuations.
- Monitor agent adherence, call queues, and service levels using real-time software (e.g., Vonage, Monet).
- Enforce adherence to schedules, break patterns, and performance metrics to drive productivity.
- Produce and deliver regular performance reports to senior management, with actionable insights.
- Lead root cause analysis of SLA misses and drive continuous improvement initiatives.
- Make quick and informed staffing decisions based on intraday trends and demand forecasts.
- Take ownership of WFM KPIs including Service Levels, Occupancy, Utilisation, and AHT.
- Proven experience in real-time management within a contact centre or customer service environment.
- Proficiency with real-time monitoring and WFM tools (e.g., Vonage, Monet).
- Strong analytical and problem-solving skills with the ability to make fast, data-driven decisions.
- Excellent communication skills, both written and verbal.
- GCSE grade C or equivalent in Maths and English.
- Strong IT skills and confidence working with data and dashboards.
- Bachelor's degree in Business, Operations Management, or a related field.
- Relevant WFM or customer service certifications.
- Level 5 qualification in Customer Service.
- Experience leading process improvements or operational efficiency projects.
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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