Real-Time Contact Centre Optimisation Analyst

Tp-8f723eaf; Dublin; On-site; EUR 30,000 - 40,000; Full time

Benefits offered by this job

Great Benefits

Job summary

Tp-8f723eaf is seeking a Real-Time Analyst to optimise the contact centre by driving schedule adherence and real-time monitoring in Dublin. The role focuses on IEX, agent queues, and client tools to ensure SLA compliance and sustained productivity.

The position is full-time and permanent, on-site in Dublin, offering competitive salary and great benefits. You will partner with Operations and WFM to deliver timely decisions and continuous improvements.

Qualifications

• Strong analytical skills with the ability to interpret real-time data.
• Experience using IEX and WFM tools; willingness to learn new systems.
• Good telephony knowledge for performance monitoring.
• Understanding of SLA, AHT, occupancy, shrinkage, adherence, and conformance.

Responsibilities

• Real-time queue management and workload distribution across staff.
• Monitor and amend IEX schedules to improve SLA.
• Update real-time exceptions and drive coaching-led interventions.
• Collaborate with WFM and Operations to plan resources and actions.
• Produce daily and weekly operational plans and flag pressure points.
• Identify SLA risks and take corrective actions.

Skills

Analytical skills

WFM experience

Telephony knowledge

Contact center metrics

Tools

IEX

WFM software

Job description

Tp-8f723eaf is seeking a Real-Time Analyst to optimise the contact centre by driving schedule adherence and real-time monitoring in Dublin. The role focuses on IEX, agent queues, and client tools to ensure SLA compliance and sustained productivity.

The position is full-time and permanent, on-site in Dublin, offering competitive salary and great benefits. You will partner with Operations and WFM to deliver timely decisions and continuous improvements.