We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (who’s still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across two continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.
The role:
As an Intraday Analyst you will play a critical role in managing real-time service delivery performance across all departments. This role ensures optimal alignment between forecasted staffing and live operational conditions, making dynamic adjustments to maintain service levels and productivity targets throughout the day.
Acting as the first point of contact for intraday performance, the Intraday Analyst provides timely updates, identifies risks and partners with Operations, IT, and the wider People Planning team to ensure resource availability and service stability.
Key responsibilities:
Real-Time Monitoring & Performance Management
* Monitor real time call and activity volumes across all departments, taking proactive action to optimise available resource
* Track service levels, performance and adherence metrics, taking corrective action as required to maintain the target service levels
* Communicate live performance updates to Operations, highlighting risks, root causes and recovery actions when required
* Serve as the first point of contact across the business for in day performance and scheduling queries
Scheduling Adjustments & Intraday Management
* Review and action all scheduling changes within a one-week window, including overtime, shift swaps, and activity movements
* Adjust breaks, lunches, and offline activities to optimise service coverage
* Validate and approve additional activities where feasible without service impact
Planning & Communication
* Collaborate closely with the People Planning team to ensure staffing levels reflect demand patterns and emerging trends
* Provide accurate insight into the week ahead, highlighting risks, overstaffing, shrinkage variances, and other operational impacts
* Share key intraday updates and performance summaries with relevant stakeholders
* Identify and propose process improvements to enhance intraday responsiveness and resource utilisation
* Support business continuity and incident management activity during IT or DR events, by providing performance visibility and coordinating actions
The person:
* Experience in real time scheduling, intraday management or workforce coordination, ideally in a contact centre or multi department service environment
* Working knowledge of Calabrio or similar WFM systems
* Strong analytical and problem solving skills, with the ability to make fast, data informed decisions under pressure
* Excellent communication skills, with confidence to engage with operational leaders and influence live resourcing decisions
* Strong attention to detail and the ability to manage competing priorities effectively
Key Attributes
* Proactive, calm, and decisive under pressure
* Highly organised, efficient, and dependable
* Strong collaborator with excellent self awareness
* Focused on continuous improvement and delivering outstanding service levels
* Adaptable and resilient in a fast-paced environment
What’s included:
As an Intraday Analyst at our award-winning headquarters in Wrexham, you’ll enjoy welcoming, spacious, state-of-the-art offices, plus communal spaces including a treehouse – we like to do things differently around here! You’ll also benefit from:
* Permanent contract
* 25 days annual leave plus bank holidays (pro rata)
* Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
* Access to our wellbeing room to help enhance your physical and mental wellbeing
* Access to a 24/7 doctor line
* Subsidised meals
* Free on-site gym access
* And did we mention our epic parties? We know how to celebrate in style!
We want to hire the whole version of you:
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best!
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