Real-Time Analyst (Intraday) – Contact Centre
Cactus Search are looking for a highly analytical Real-Time Analyst to manage live contact centre performance and ensure service targets are consistently met for one of the largest businesses in the UK in their Industry.
Two days on site in Slough and Three working from home.
The Role
You’ll oversee real-time operations across voice and digital channels, using live data to make quick decisions on staffing, queues, and priorities. You’ll play a key role in maintaining service levels, minimising risk, and keeping operations running smoothly.
Key Responsibilities
* Monitor real-time performance and key metrics (Service Level, ASA, AHT, Abandonment)
* Adjust staffing and schedules in response to demand
* Manage queues, routing, and agent activity
* Identify performance risks and take immediate corrective action
* Communicate updates and recommendations to stakeholders
* Handle operational incidents and coordinate recovery plans
What We’re Looking For
* Experience in a contact centre WFM or real-time environment
* Strong understanding of forecasting, scheduling, and intraday management
* Advanced Excel skills and experience with WFM tools (e.g. Verint, NICE, Genesys, Calabrio)
* Strong analytical mindset with the ability to act quickly under pressure
* Confident communicator with stakeholder management skills
Desirable
* Experience with Power BI or similar reporting tools