Real-Time Analyst (Intraday) – Contact Centre
Cactus Search are looking for a highly analytical Real-Time Analyst to manage live contact centre performance and ensure service targets are consistently met for one of the largest businesses in the UK in their Industry.
Two days on site in Slough and Three working from home.
The Role
You’ll oversee real-time operations across voice and digital channels, using live data to make quick decisions on staffing, queues, and priorities. You’ll play a key role in maintaining service levels, minimising risk, and keeping operations running smoothly.
Key Responsibilities
Monitor real-time performance and key metrics (Service Level, ASA, AHT, Abandonment)
Adjust staffing and schedules in response to demand
Manage queues, routing, and agent activity
Identify performance risks and take immediate corrective action
Communicate updates and recommendations to stakeholders
Handle operational incidents and coordinate recovery plansWhat We’re Looking For
Experience in a contact centre WFM or real-time environment
Strong understanding of forecasting, scheduling, and intraday management
Advanced Excel skills and experience with WFM tools (e.g. Verint, NICE, Genesys, Calabrio)
Strong analytical mindset with the ability to act quickly under pressure
Confident communicator with stakeholder management skillsDesirable
Experience with Power BI or similar reporting tools