Real time analyst

Job Description 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