Real‑Time Analyst (RTA)
Location: Whitley, Coventry
Contract Type: 12‑month contract Inside IR35 - Hybrid role
Rate: £21.88 per hour (Umbrella PAYE)
Role Overview
We are seeking a passionate and self‑motivated Real‑Time Analyst (RTA) to join the Customer Relationship Centre (CRC) team on a 12‑month contract, based at our Whitley, Coventry site. This role is critical to supporting daily operational performance across multiple customer contact channels.
As a Real‑Time Analyst (RTA), you will monitor live service performance, manage resources in real time, and produce insightful reports to support operational decision‑making in a fast‑paced environment. You will work closely with team leaders and operational managers, providing day‑to‑day support, coaching, and guidance to help deliver an excellent customer experience.
The role will also support the modernisation of the CRC’s workflow management capability, transitioning from legacy systems to an advanced workforce management solution. Experience with Calabrio or similar WFM platforms is highly desirable, with full training provided on systems and processes.
Key Responsibilities
* Monitor live call lines and online chat activity to ensure efficient handling throughout the day
* Manage resources in real time, adjusting staffing levels and agent activity codes to maintain service levels
* Monitor and manage the real‑time inbox, ensuring timely actions and effective communication
* Create and maintain weekly schedules to ensure adequate coverage across all customer contact channels
* Produce contact volume and performance reports to support operational decision‑making
* Analyse trends and patterns in data, identifying opportunities to improve efficiency and customer experience
* Work collaboratively with team leaders and operational managers to align resource planning with business needs
The ideal Real‑Time Analyst (RTA)
* Hardworking and committed, taking ownership of responsibilities and outcomes
* Comfortable managing multiple priorities in a fast‑paced operational environment
* Approachable and supportive, with the ability to build positive working relationships
* Trustworthy, with a strong sense of integrity and confidentiality
* Strong written and verbal communication skills
* Data‑driven, confident using insight to support operational decisions
* Strong Excel skills, including formulas and functions to analyse data, automate tasks, and build reports
* Experience with Calabrio or similar workforce management platforms is highly desirable
Working Pattern – Hybrid
Training & induction: The initial 3-4 week induction and training period will be fully office‑based, requiring attendance 5 days per week at the Whitley site.
Hybrid working (post‑training): Subject to individual performance and Trainer/Team Leader sign‑off, the role will transition to hybrid working:
* 2 days per week on site (typically Tuesday and Wednesday)
* 3 days per week working from home
This role offers a great opportunity to join a well‑established organisation on a long‑term contract, with structured onboarding and hybrid flexibility once fully trained.
Join Us in Supporting Operational Excellence
This is an opportunity to join a respected global organisation where workforce planning and real‑time operational insight play a vital role in delivering outstanding customer experiences. If you are an experienced professional who enjoys working with data, people, and operational teams, we’d love to hear from you.
Apply today to take the next step in your real‑time analysis career. All applications will be treated in the strictest confidence.
Note
This Real‑Time Analyst (RTA) role is deemed inside of IR35. The Umbrella Pay Rate offered is inclusive of the Assignment pay rate, holiday pay and Apex Recruitment’s contribution towards Employer Costs.
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