At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen. Workforce Analyst 6 months Fixed Term Contract Manchester: £30,070 - £32,080 Hybrid Remote Can you spot trends in live data and make decisions that make an immediate impact? Think you have what it takes to optimise customer service operations in real-time? Imagine ensuring every customer receives the support they need, exactly when they need it. At AQA, our mission is clear: never let a learner down. As a Workforce Analyst (which internally is known as a Real Time Analyst ), you’ll be at the heart of that mission, ensuring seamless customer service by monitoring and adjusting operations in real time. If you thrive in fast-paced environments and enjoy solving problems as they arise, this role is made for you. What will I be doing? Monitor customer interactions: Track real-time customer contact volumes, adviser availability and queue times to ensure service level agreements (SLAs) are met. Optimise resources: Make quick staffing adjustments to meet demand and improve service levels. Collaborate effectively: Communicate with managers and teams to relay actionable insights. Analyse and report: Spot trends, address risks and document decisions to improve future operations. What’s in it for me? The chance to directly impact customer satisfaction and operational efficiency. A role that values precision, analysis and teamwork. Opportunities to refine your skills in analytics, problem-solving and contact centre operations. Access to an enhanced Contributory pension scheme which could you see you paying in 7% and AQA contributing 11.5% (Other options available) 25 days annual leave with Bank Holidays and extra closure days at Christmas on top Corporate access to the Headspace app and an employee assistance program Newly refurbished office with a variety of individual and collaborative workspaces, a subsidised eatery, a games room, a yoga room and onsite gym What do I need to be successful? Experience of working in a customer services contact centre. Experience of using a contact centre telephony platform and tools such as Workforce Management and CRM. Strong analytical skills and meticulous attention to detail. Clear communication and effective team coordination. Proficiency in Microsoft Excel and other analytical tools. Have a ‘step up’ mindset to use sound judgement and take accountability for actions. What Next? Please upload your most recent CV with a cover letter detailing your skills and experience for this role. You could wait until applications close at 23:59 on Sunday 2nd February to apply, but we will be interviewing as applications come in and reserve the right to close the advert early should we find the right person so apply today. Every application will receive a response. CRE23 Recruitment Agencies We have a preferred supplier list (PSL) in place. Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees. Full Job Description Summary The Real Time Analyst will play a crucial role in managing and optimising the performance of customer services operations in real-time, monitoring data as it’s generated, making quick decisions based on that data, and ensuring that operations run smoothly. The role is vital in maintaining high levels of customer satisfaction and operational efficiency, by maximising the effectiveness of resources and supporting continuous improvement. The work directly relates to promoting AQA’s value of putting Customers Front & Centre and AQA’s mission to never let a learner down, ensuring that our customers are at the heart of everything we do.Landscape: The Real Time Analyst is a support role within the Resource Planning Team and reports into the Resource Planning Manager, who in turns report into the Customer Services Manager (Support). The role has daily interactions with Team Managers to identify key trends, patterns and opportunities for improvement in relation to service and adviser performance. The role will involve daily contact with the Resource Planning team to make improvements to forecast and schedule efficiency. The role will also involve daily communication with the Customer Service Delivery teams to make them aware of priorities for the day and any issues that may arise that require immediate action. Activities: Monitoring Call Volumes and Agent Availability: Keeping an eye on real-time customer contact volumes, advisor availability, and queue times to ensure service level agreements (SLAs) are met. Adjusting Staffing Levels: Making real-time adjustments to staffing levels based on actual customer contact volumes and advisor performance to optimise resource allocation. Analysing Performance Data: Analysing real-time data to identify trends, anomalies, or issues that could affect customer service delivery. Communicating with Teams: Coordinating with customer service teams and Managers to relay real-time insights and recommend immediate actions to address service level risks. Reporting and Documentation: Documenting and reporting on real-time decisions and the impact on daily service level achievements and operational costs Supporting Resource Planning: Collaborating with resource planning to implement schedule adjustments, including development and break & lunch timings, to meet unexpected demand. Providing Feedback: Identifying skill gaps or performance issues in real-time and feeding back to Managers. Need to know and demonstrate (knowledge and demonstration of) Contact centre operations - experience of working in a customer services contact centre Contact centre software - experience with tools like Puzzel, CRM, Verint, NICE, Calabrio Strong analytical skills - understanding how to process and interpret real-time data to make quick decisions. Attention to detail - Meticulous attention to detail to ensure accuracy with reporting and data monitoring. Problem solving - Strong skills in identifying issues and developing effective solutions. Communication - clear and effective communication with stakeholders to relay real-time insights and recommendations. Team coordination - ability to work closely with resource planning and operational teams to adjust schedules and resources as needed. Time management - efficiently managing your time to monitor real-time data and make timely decisions. Microsoft Office - proficient with the use of Microsoft Excel and analytical tools. Have a ‘step up’ mindset: use sound judgement and take accountability for actions.