Real-Time Analyst
Location: London
Salary: £30,000–£40,000 (depending on experience)
Contract: Permanent
About the Role
Our client is looking for a Real-Time Analyst to join their Workforce Planning team. This role is key to ensuring smooth day-to-day operations across multiple contact channels by monitoring live performance, managing adherence, and optimising staffing levels to meet service targets.
The Real-Time Analyst acts as the eyes and ears of the operation - analysing data in real time, identifying potential risks to service delivery, and making quick decisions to balance workload, resources, and performance.
Key Responsibilities
* Monitor intraday performance across all queues, channels, and sites.
* Reforecast staffing requirements based on call and task volume fluctuations.
* Manage schedule adherence, breaks, and off-phone activities in real time.
* Communicate service-impacting issues to operations, team leaders, and planning.
* Recommend actions to mitigate SLA risks (e.g., call rerouting, overtime, reallocations).
* Maintain real-time dashboards, reports, and alerts for key metrics (AHT, ASA, occupancy, shrinkage).
* Provide regular performance updates and post-day analysis to identify trends and improvement opportunities.
* Support short-term forecasting, reporting, and data accuracy checks.
* Collaborate with planning, operations, and IT to improve process and tool efficiency.
About You
* Previous experience in a Real-Time Analyst, Service Analyst, or Workforce role within a contact centre or operations environment.
* Strong understanding of key contact centre metrics (AHT, ASA, occupancy, shrinkage, adherence).
* Confident using WFM tools and Excel or Power BI.
* Excellent communication and problem-solving skills - calm under pressure and decisive.
* Analytical mindset with good attention to detail and commercial awareness.
* Adaptable to changing business demands and capable of making fast, data-driven decisions.
* Healthcare or regulated industry experience is beneficial but not essential.
Why Apply
This is an excellent opportunity to join a growing, data-driven organisation where you’ll play a pivotal role in operational performance and workforce efficiency. You’ll be supported by an experienced planning team and gain exposure to broader workforce strategy, analytics, and digital transformation initiatives.