About the Role
An exciting opportunity has arisen for a Real Time Queue Management (RTQM) Analyst to join a dynamic operations environment. The successful candidate will play a key role in ensuring seamless intraday queue management, real-time monitoring, and operational reporting to maintain service levels and optimise resource allocation across the business.
This role is ideal for someone with strong analytical ability, excellent communication skills, and a proactive approach to problem-solving within a fast-paced contact centre or service delivery environment.
Key Responsibilities
Monitor operational performance in real time, providing actionable insights and direction to maintain service level targets.
Manage agent activity (on-call and off-call) to optimise staffing levels and minimise customer wait times.
Produce and deliver intraday reports and performance updates to support decision-making.
Adjust staffing plans or rebalance call volumes in response to changes in service levels.
Analyse operational and performance data to identify trends and areas for improvement.
Collaborate with internal teams to resolve staffing and performance challenges.
Ensure compliance with real-time processes and maintain overall operational efficiency.
About You
2-3 years' experience in a Real Time or Workforce Management Analyst role.
Strong knowledge of workforce management tools such as Verint, NICE, Active OPS, or Cisco .
Advanced proficiency in Microsoft Excel, with analytical and statistical expertise (including Erlang C modelling).
Good understanding of contact centre operations, KPIs, and performance metrics.
Excellent communication, problem-solving, and stakeholder management skills.
Ability to adapt to change and deliver accurate, timely outputs in a high-pressure environment.
What's on Offer
31 days' annual leave including bank holidays.
Annual discretionary bonus scheme eligibility.
Career development and progression opportunities.
Access to employee benefits platform with discounts on shopping, travel, and services.
Cycle to Work Scheme and interest-free season ticket loans.
Comprehensive wellbeing programme, including Employee Assistance Programme.
Company pension contribution matching up to 6%, Group Life Assurance, and Income Protection.
Additional leave options including Carer's Leave, Foster Leave, and Retirement Leave.
If you're ready to take the next step in your career and want to be part of an organisation that values continuous improvement and operational excellence, apply today
Reasonable Adjustments:
Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.
If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
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