Published on 23 February 2026
Real Time Analyst - 12 Month Fixed Term Contract
Edinburgh
Role: Real Time Analyst - 12 Month Fixed Term Contract
Advertised by: Trainline
Location: Edinburgh
Salary: £26K – £32K
About Us
We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.
Great journeys start with Trainline
Now Europe's number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.
Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.
Purpose of the Role
This is a 12-month fixed-term role, based on full time on site in Edinburgh.
As part of a fast-moving Customer Service Operations function, the Real Time Analyst plays a critical role in improving how real-time operations are planned, managed, and optimised.
The Real Time Analyst will play a key role in strengthening and modernising real-time operations, with a clear focus on driving automation and operational optimisation. Beyond managing live performance, this role is responsible for identifying opportunities to simplify workflows, reduce manual intervention, and embed automation into real-time decision-making processes.
Working closely with Operations, Workforce Management, and Technology partners. The role will proactively review current ways of working and champion scalable, automated solutions that improve efficiency, consistency, and service performance. Success will be measured not only by daily operational stability, but by the sustainable improvements and automation gains delivered over time.
What you will do as a Real Time Analyst at Trainline...
Real-Time Performance & Optimisation
Own real-time operational performance, overseeing queues, agent adherence, and service levels
Ensure schedules, breaks, and activity management are applied consistently to support productivity and SLAs
Lead intraday decision-making with a focus on improving outcomes and reducing repeat issues
Operational Improvement & Insight
Analyse real-time and intraday data to identify trends, bottlenecks, and systemic inefficiencies
Drive and deliver improvements to real-time processes, controls, and decision frameworks
Translate insight into clear, actionable recommendations for Operations and Planning leaders
Embed learning from intraday performance into playbooks and ways of working
Leadership & Collaboration
Partner with Team Managers to improve shared understanding of real-time priorities and trade-offs
Take ownership of WFM KPIs and performance outcomes, clearly communicating actions and expectations
Reporting & Governance
Deliver concise, insight-led performance updates to senior stakeholders
Lead regular operational forums focused on performance, risks, and improvement actions
Maintain strong governance around real-time decisions, escalations, and accountability
Complete a review of all reporting and management information outputs and make recommendations on how to automate these.
We'd love to hear from you if you have...
Significant experience in contact centre real-time oversight
Strong analytical skills with the ability to interpret data and turn insight into action
Confidence making decisions under pressure and balancing customer experience with efficiency
Excellent communication skills, able to influence at all levels
Proactive, improvement-oriented mindset with a focus on making things work better over time
Good stakeholder management skills
Preferred
Experience with cloud-based telephony / CRM platforms and Calabrio
Experience working with Tableau or similar reporting tools
Background in scheduling, shrinkage, or broader workforce planning
Experience driving process improvements within real-time or operational environments
Why Join Trainline
Opportunity to shape and improve real-time operations in a complex, high-volume environment
A role with genuine influence on customer experience and operational efficiency
More Information
Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.
We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one
We're operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.
Our Values Represent The Things That Matter Most To Us And What We Live And Breathe Everyday, In Everything We Do
Think Big - We're building the future of rail
Own It - We focus on every customer, partner and journey
Travel Together - We're one team
Do Good - We make a positive impact
We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
Find out more & apply now
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