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Talent Acquisition | The Inside Recruiter | Oil & Gas Engineering
The Opportunity
We’re looking for a Real Time Analyst to join a growing team focused on operational excellence within a Contact Centre environment. You’ll play a key role in driving performance throughout the day, identifying issues before they impact service, and ensuring resources are used effectively to meet SLAs. This is a great opportunity for someone with a solid real-time background who enjoys problem solving, fast-paced environments, and wants to bring analytical insight into daily operations.
Our client is proud to foster an inclusive, supportive, and people-first culture. From your first day, you’ll be part of a collaborative team that values growth, trust, and wellbeing. We believe that bringing your full self to work leads to better results - and a better experience for everyone.
What You’ll Be Doing
* Live-monitoring of queues, adherence, and contact patterns across channels
* Owning the tactical plan for the day and making intraday adjustments
* Investigating and responding to sudden changes in demand or staffing
* Producing daily performance reports and leading daily operations meetings
* Tracking shrinkage, code usage, and agent productivity
* Inputting intraday corrections and managing agent exceptions in WFM systems
* Escalating any system or performance issues following defined procedures
* Acting as a key link between operations, workforce planning, and wider stakeholders
What We’re Looking For
* Contact Centre real-time experience (telephony, adherence, live planning)
* Strong understanding of WFM tools and reporting platforms (e.g. PowerBI, Verint, Puzzel – or similar)
* Excellent attention to detail and time-sensitive problem solving
* Strong communicator – able to build relationships across teams and levels
* Comfortable taking ownership and making tactical decisions independently
* Analytical and proactive – always looking to improve processes and performance
Benefits Include
* Flexible hybrid working – just once a week in the office
* Structured onboarding with support throughout your first month
* Monthly complimentary wellness products
* Employee Assistance Programme (EAP) for mental wellbeing
* Access to training and development via an internal learning hub
* Discounts with well-known retailers and brands
* Gym membership savings and Cycle2Work scheme
* Holiday buy/sell options for more flexibility
* Health and cash plan, eye care vouchers, and life assurance
* Complimentary tea, coffee, and fruit in the office
* A relaxed, team-focused environment - plus an annual company-wide social event
Important to Note
* The role is hybrid, typically once a week in-office – but we’d ideally like the first month to be more office-based for onboarding, systems access, and collaboration during ramp-up
* Induction will be 100% in-office for the first two days
* You’ll work a rotating shift pattern (07:00–15:15 and 11:45–20:00)
* 37.5 hours per week, Monday to Friday only – no weekend shifts
Where We Need Support
We’re especially keen to hear from candidates with strong technical capability in real-time operations. If you're confident handling data, spotting trends quickly, and advising live performance improvements – this is where you can make a real impact.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Analyst, Customer Service, and Project Management
Industries
Wellness and Fitness Services
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