Location: Belper, Derbyshire Job Type: Full-time, Permanent Salary: £30,000 per annum, plus annual bonus
About the Role
We are seeking a detail-oriented and proactive Real-Time Analyst to join our Workforce Management team in Belper. This role plays a vital part in supporting operational performance by managing real-time activity, aligning resource availability with workload demands, and ensuring consistent achievement of service level agreements (SLAs).
You'll act as the central hub for live operational oversight-monitoring, analysing, and responding to real-time data to keep operations running smoothly and efficiently.
Key Responsibilities
1. Develop structured forecasts and real-time strategies aligned to KPIs, SLAs, and team capacity.
2. Communicate clearly and promptly with Team Managers and agents to ensure understanding and execution of real-time actions.
3. Collaborate with the Planning and WFM Lead to coordinate responses to live issues and performance fluctuations.
4. Monitor agent adherence, call queues, and service levels using real-time software (e.g., Vonage, Monet).
5. Enforce adherence to schedules, break patterns, and performance metrics to drive productivity.
6. Produce and deliver regular performance reports to senior management, with actionable insights.
7. Lead root cause analysis ...