Overview
Our Real Time Analysts play an important role in the day-to-day operation of these teams, helping to manage intraday performance and resource decisions as demand changes. The Real Time Analyst will manage live performance to support service levels and customer outcomes, making real-time staffing and resourcing decisions across channels. The role includes regular interaction with stakeholders across Operations and Workforce Management, and contributes insights back into forecasting, scheduling, and continuous improvement. With a delivery roadmap through 2026, this is an opportunity to help shape how Real Time operates at Zopa.
Responsibilities
* Monitor live contact centre performance, including queues, agent availability, service levels, and occupancy, ensuring customer experience and SLAs are protected.
* Identify intraday risks or deviations from plan and take timely action to stabilise performance. Intraday Schedule Adjustments
* Creates and optimises schedules in WFM Tool, making real-time adjustments to staffing, schedules, and skill assignments in response to changing demand.
* Manage agent adherence to schedules, breaks, and activities, ensuring policies and operational guidelines are followed. Communication and Reporting
* Work closely with Operations, Team Leaders, and WFM to communicate performance issues, actions, and impacts.
* Provide clear performance updates and insights, feeding intraday learnings back into forecasting, scheduling, and continuous improvement initiatives.
Qualifications
* You are a clear communicator who can act with urgency in time-sensitive situations.
* You have an interest in data analytics and are keen to develop your existing skill set - Exposure to SQL and advanced Excel is advantageous.
* You have experience working with WFM Tooling (Preferably AWS Connect but not essential)
* You have strong critical thinking skills and apply them to challenge assumptions, identify opportunities for effective change, and influence better outcomes.
* You have managed Real Time for a large-scale operation with multiple contact channels – advantageous if you have done this in a Fraud or back office/case work focussed operation.
* Manchester
Job Details
Workforce Management - Workforce Management / Employee - Permanent / Hybrid
Our Story Hello there. We're Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don't like about finance and does the opposite. We're redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre – we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com! We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces. If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife At Zopa, our customer service teams support customers by answering questions about our products as quickly and accurately as possible.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 2-3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF.) You'll also have the option of working from abroad for up to 120 days a year!
But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.
Subject to having the right to work in the country of choice
Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
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