Real time analyst

About the Role

An exciting opportunity has arisen for a Real Time Queue Management (RTQM) Analyst to join a dynamic operations environment. The successful candidate will play a key role in ensuring seamless intraday queue management, real-time monitoring, and operational reporting to maintain service levels and optimise resource allocation across the business.

This role is ideal for someone with strong analytical ability, excellent communication skills, and a proactive approach to problem-solving within a fast-paced contact centre or service delivery environment.

Key Responsibilities

* Monitor operational performance in real time, providing actionable insights and direction to maintain service level targets.
* Manage agent activity (on-call and off-call) to optimise staffing levels and minimise customer wait times.
* Produce and deliver intraday reports and performance updates to support decision-making.
* Adjust staffing plans or rebalance call volumes in response to changes in service levels.
* Analyse operational and performance data to identify trends and areas for improvement.
* Collaborate with internal teams to resolve staffing and performance challenges.
* Ensure compliance with real-time processes and maintain overall operational efficiency.

About You

1. 2-3 years' experience in a