Zopa’s customer service teams support customers across a range of products. We’re looking for a Senior Real-Time Analyst to optimise performance across our in-house and outsourced contact centres. You’ll sit at the centre of live operations, monitoring performance, responding to changes in demand, and feeding insight into planning and decision-making. A day in the life: Real-time monitoring • Own the live performance view across multiple channels and sites. • Respond to spikes in demand or incidents by reallocating resource and adjusting priorities. • Identify emerging trends and propose operational changes. • Coach and support in-house and outsourced Real-Time Analysts. • Ensure real-time performance is reflected in forecasts and staffing plans, working closely with Planning and Scheduling. Planning • Work with managers and heads of department to prioritise workloads and support service and business targets. • Highlight upcoming risks and coordinate contingency plans. • Act as a subject matter expert across customer-facing areas to support stable day-to-day operations. Communication & reporting • Act as the real-time link between operational teams and leadership. • Lead the real-time response to high-impact incidents. • Produce daily and weekly performance, risk and opportunity reports. Projects • Lead and support projects that improve tools, reporting, and efficiency across WFM and operations. • Help design and implement new processes to enhance real-time operations and stakeholder experience. About you: • Significant experience in real-time operations, including managing and/or mentoring others. • Strong technical skills, confident in Excel; experience with VBA, SQL or similar tools is an advantage. • Able to analyse complex situations, solve problems and propose scalable solutions. • Comfortable challenging current ways of working and suggesting improvements. • Highly organised, able to manage multiple priorities and adapt to change. • Strong stakeholder management and communication skills. • Experience with automation, AI or predictive analytics is desirable.