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Overview
We are looking for a Real Time Analyst who can join us in monitoring customer levels and optimising the customer journey with accurate resource planning, and intra‑day management. This is an office‑based position located in Bristol; the ability to commute to the office is essential. The role operates on a rota basis with shift patterns between 08:00–18:00.
The Real Time Analyst will analyse, monitor and react to real‑time staffing levels and customer contacts to optimise the customer journey in line with operational plans. They will support and optimise the journey through accurate resource‑planning methodology and forecasts, maintain and develop resource models, and track adherence to plans to ensure accurate planning metrics are met.
Responsibilities
* Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment.
* Optimise performance through shrinkage management and agent skill alignment to ensure operational goals are met.
* Lead operational decision‑making with performance insight, including impact to the customer journey and supporting recommendations.
* Manage schedules and daily results to deliver agreed targets.
* Ensure all resourcing updates are included in the daily planning and schedule management.
* Identify risks to delivering the operational plan and escalate to appropriate stakeholders, providing solutions to mitigate impact on the customer journey.
* Produce short, medium and long‑term plans for Operations focusing on both supply and demand drivers.
* Own intra‑day scheduling and shrinkage management through WFM and other available tools to deliver a completed schedule.
* Support operational teams in the process and optimisation of scheduling resources to best match customer demand.
Skills & Experience
* Strong attention to detail.
* Service and target driven.
* Confident in their own decision making.
* Excellent interpersonal relationships with the ability to communicate effectively with stakeholders across different management levels.
* Problem‑solving capabilities.
* Proficient in Microsoft Excel.
* Strong organization and resource‑planning skills.
* Confident in presenting written and verbal explanations.
* Ability to work across multiple tasks at once.
* Experience in a contact centre or resource‑planning environment.
Why Ayvens?
With over 3.4 million vehicles managed across more than 42 countries, Ayvens provides full‑service leasing, flexible subscription services, fleet‑management solutions and multi‑mobility services. We are a leader in sustainable mobility and are committed to net‑zero transformation. Our culture values authenticity, curiosity, commitment and collaboration, creating an inclusive environment where everyone can thrive.
Seniority level
Entry level
Employment type
Full‑time
Job function
Project Management and Information Technology
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