Join to apply for the Real-Time Analyst role at Capital on Tap
Hybrid role: the RTA team works from our Cardiff City Centre Office 4 days per week. Your first 6-12 weeks will be in the office, 5 days a week, as you get set up in your new role.
Overview
This role supports the Specialist Support and Collections teams to run smoothly each day. You will help align agent schedules with business needs, manage time spent on training or other tasks, and keep track of attendance for Team Leaders. You will support the Management team by monitoring performance, creating balanced rotas, making real-time adjustments, and finding ways to improve how we work.
Responsibilities
* Ensure agents stick to their schedules to provide the best possible service
* Plan off-phone activities such as training or meetings at optimal times for the business
* Track absences and lateness, update reports, and keep Team Leaders informed
* Create and manage rotas based on expected demand and last-minute changes
* Support the Management team in delivering the best experience for customers
* Monitor trends and unexpected changes, stepping in with backup plans when needed
* Demonstrate strong analytical skills to investigate call volume spikes, identify root causes, and recommend solutions
* Operate in a contact centre environment with a focus on analysing trends and performance data
* Provide clear insights and feedback to improve operational efficiency
* Work with data to understand patterns, impacts, and ways to prevent future issues
* Take a proactive approach to problem-solving to maintain service levels
* Communicate findings effectively and collaborate with teams
Qualifications / Skills
* Experience in a contact centre environment with a focus on analyzing trends and performance data
* Ability to provide clear insights and feedback to improve operational efficiency
* Comfort with working with data to understand patterns and impacts
* Strong communication skills to share findings and collaborate with teams
* Proactive problem-solving approach
Diversity & Inclusion
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Benefits
* Private healthcare, including dental and optical services through Vitality
* Worldwide travel insurance through Vitality
* Anniversary rewards (£250, £500, £750, 4-week fully paid sabbatical)
* Salary sacrifice pension scheme with up to 7% match
* Annual learning and wellbeing budget
* Enhanced parental leave
* Season ticket loan
* 6 free therapy sessions per year
* Dog-friendly offices
* Free drinks and snacks in the office
Application Process
* First stage: 30-minute intro and values call with Talent Partner (Video call)
* Final stage: 60-minute overall assessment with Team Manager (In person)
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Project Management and Information Technology
Industries
* Financial Services
* Telecommunications
* Utilities
Check out more of our benefits, values, and mission here.
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