Real Time Analyst

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    Customer Contact

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  • Published:

    6 months ago

Responsibility for on the day customer contact channel flows and queues, Agent activity within the agreed Mission Control planning window and service level attainment across all operational channels and functions.

This role provides sets direction and approach for the Operations Service management activity on a day to day basis, providing operational updates throughout, coordinating remedial activity and ensuring that the business can provide the best customer service outcomes.


  • During the Real-time planning window take proactive, on the day and real time decisions to balance customer demand types and maximise customer service outcomes
  • Act as principle liaison between relevant business areas regarding service activity to maintain agree service level KPIs
  • Responsibility for service activity reviews on an intraday, daily, weekly and week ahead basis
  • Advise on service activity requirements and present recommendations to Senior Leaders, Functional Directors and Client Services
  • Proactively communicate service performance and proactive activity to optimise to all stakeholders
  • Proactively communicate technical info between wider Planning Team, Telephony architects and business stakeholders
  • Monitor real time customer channel flows, administration queues and ancillary work flow queues
  • Authorise direct contact with Agents to maximise service levels and provide feedback to Operations Team Managers
  • Assess and optimise utilisation of Agent groups to balance capacity across all skills during periods of peak call demand
  • Liaise with Planning Managers to ensure forecasting and scheduling assumptions are reflective of telephony activities
  • Liaise with IT services where there is impact to telephony provision or systems issues
  • Operate with a high degree of accuracy and responsible for ensuring team output is fit for purpose


Skills & Experience


  • Excellent communication skills and the ability to build strong relationships with stakeholders at all levels of the business
  • Strong planning and workload management skills with the ability to prioritise and adapt to changing circumstances
  • Numerate, with experience of gathering, interpreting and presenting complex information in a clear and concise format
  • Problem solving skills
  • Understanding of contact centre processes
  • Understanding of operational key objectives