Real Time Analyst, Hybrid
<p><b>Salary: £35,000 - 35,000 per year</b></p>
<b>Requirements:</b>
<ul><li>Previous real time experience</li><li>Experience with Workforce Management tools such as Verint, NICE, Genesys, Active OPS or other WFM tools</li><li>Skilled in basic statistics, SQL, Erlang C</li><li>Experience with workflow coordination</li></ul>
<b>Responsibilities:</b>
<ul><li>Act as the real-time monitor for the Operations team by providing direction, guidelines, and performance updates to hit service level goals</li><li>Maintain healthy (best in class industry standards) utilization, occupancy, adherence, and intraday SLA levels</li><li>Recommend overall allocation of off-phone activity in partnership with line and senior managers utilizing performance and shrinkage analysis</li><li>Manage on-phone and off-phone activity</li><li>Respond appropriately to service level variations by working with Operations to match staff to demand and/or reallocate call volumes</li><li>Provide periodic reports—real time and historical—containing performance data to support operations management in a customer service contact center</li><li>Provide analysis, support, and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for the Contact Centre</li><li>Proactively develop partnership relationships with internal users anticipating and providing solutions to user needs</li><li>Complete deliverables accurately and on time</li><li>Keep current on business changes to ensure real-time program compliance</li></ul>
<b>Technologies:</b>
<ul><li>Erlang</li><li>Genesys</li><li>Support</li><li>SQL</li></ul>
<p><b>More:</b></p>
<p>We are a FCA regulated life & pensions service provider located in Peterborough, also open to candidates in Basingstoke. We are seeking a dedicated professional to join our team as a Real Time Analyst. In this vital role, you will contribute to maintaining service levels, boosting customer satisfaction, and making immediate staffing adjustments. We pride ourselves on our diverse and inclusive community, welcoming applications from all backgrounds and perspectives.</p>
<p>last updated 8 week of 2026</p>
<b>Requirements:</b>
<ul><li>Previous real time experience</li><li>Experience with Workforce Management tools such as Verint, NICE, Genesys, Active OPS or other WFM tools</li><li>Skilled in basic statistics, SQL, Erlang C</li><li>Experience with workflow coordination</li></ul>
<b>Responsibilities:</b>
<ul><li>Act as the real-time monitor for the Operations team by providing direction, guidelines, and performance updates to hit service level goals</li><li>Maintain healthy (best in class industry standards) utilization, occupancy, adherence, and intraday SLA levels</li><li>Recommend overall allocation of off-phone activity in partnership with line and senior managers utilizing performance and shrinkage analysis</li><li>Manage on-phone and off-phone activity</li><li>Respond appropriately to service level variations by working with Operations to match staff to demand and/or reallocate call volumes</li><li>Provide periodic reports—real time and historical—containing performance data to support operations management in a customer service contact center</li><li>Provide analysis, support, and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for the Contact Centre</li><li>Proactively develop partnership relationships with internal users anticipating and providing solutions to user needs</li><li>Complete deliverables accurately and on time</li><li>Keep current on business changes to ensure real-time program compliance</li></ul>
<b>Technologies:</b>
<ul><li>Erlang</li><li>Genesys</li><li>Support</li><li>SQL</li></ul>
<p><b>More:</b></p>
<p>We are a FCA regulated life & pensions service provider located in Peterborough, also open to candidates in Basingstoke. We are seeking a dedicated professional to join our team as a Real Time Analyst. In this vital role, you will contribute to maintaining service levels, boosting customer satisfaction, and making immediate staffing adjustments. We pride ourselves on our diverse and inclusive community, welcoming applications from all backgrounds and perspectives.</p>
<p>last updated 8 week of 2026</p>