Salary: £65,000 - 105,000 per year Requirements: Proven experience in a contact centre environment, preferably in a WFM or similar analytical role. Strong understanding of contact centre operations, metrics, and KPIs (Service Level, AHT, ASA, Adherence, Occupancy, etc.). Proficiency with Workforce Management (WFM) software (e.g., Peopleware, NICE IEX, Verint, Aspect, Genesys WFM, Calabrio). Familiarity with ACD/Telephony systems and contact centre reporting tools. Excellent analytical, problem-solving, and decision-making skills, with the ability to think critically and act decisively under pressure. Proficient in MS Office Suite, particularly Excel (for data manipulation, analysis, and reporting). Strong communication (verbal and written) and interpersonal skills, with the ability to interact effectively with various levels of staff and management. Ability to multitask, prioritise effectively, and manage time efficiently in a fast-paced, dynamic environment. High attention to detail and accuracy. Proactive, results-oriented, and able to work independently with a strong sense of urgency. Full Right to Work in the UK Responsibilities: Continuously monitors real-time performance metrics, including contact volumes, service levels, Utilisation, average handling time, and agent availability using workforce management software. Tracks inbound/outbound call volumes, chat, email, and other contact channel queues against forecast. Monitors key performance indicators (KPIs) such as Service Level (SL), Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, Agent Availability, and Abandonment Rate. Identifies and flags any deviations from planned performance or potential risks to service levels. Implements real-time corrective actions to address service level challenges, such as adjusting agent skill assignments and coordinating break and lunch schedules. Manages real-time exceptions and unexpected events by executing contingency plans. Optimises agent utilisation and occupancy to ensure productivity targets are met without compromising service quality. Communicates effectively and promptly with Operations Management regarding real-time performance, identified risks, and required actions. Provides clear instructions and updates to operational teams regarding intra-day adjustments. Acts as a central point of contact for real-time operational issues and escalations. Collaborates with WFM Planners/Forecasters by providing feedback on forecast accuracy and schedule effectiveness based on real-time observations. Technologies: Excel Genesys More: At MSC Cruises, we are excited to invite you to become part of our team as a Contact Centre Real Time Analyst. This full-time office-based role is located in our new offices in central Woking. We are committed to fostering an inclusive environment where every individual feels valued and empowered. Join us on this extraordinary journey, where youll have the opportunity to engage with diverse perspectives and make a positive impact on our guests, employees, and the planet. last updated 6 week of 2026