Job Description
Real-Time Analyst
Location: London
Salary: £30,000–£40,000 (depending on experience)
Contract: Permanent
About the Role
Our client is looking for a Real-Time Analyst to join their Workforce Planning team. This role is key to ensuring smooth day-to-day operations across multiple contact channels by monitoring live performance, managing adherence, and optimising staffing levels to meet service targets.
The Real-Time Analyst acts as the eyes and ears of the operation - analysing data in real time, identifying potential risks to service delivery, and making quick decisions to balance workload, resources, and performance.
Key Responsibilities
- Monitor intraday performance across all queues, channels, and sites.
- Reforecast staffing requirements based on call and task volume fluctuations.
- Manage schedule adherence, breaks, and off-phone activ...