Up to £30000.00 per annum + Annual bonus
Location: Belper, Derbyshire
Job Type: Full-time, Permanent
Salary: £30,000 per annum, plus annual bonus
About the Role
We are seeking a detail-oriented and proactive Real-Time Analyst to join our Workforce Management team in Belper. This role plays a vital part in supporting operational performance by managing real-time activity, aligning resource availability with workload demands, and ensuring consistent achievement of service level agreements (SLAs).
You'll act as the central hub for live operational oversight-monitoring, analysing, and responding to real-time data to keep operations running smoothly and efficiently.
Key Responsibilities
* Develop structured forecasts and real-time strategies aligned to KPIs, SLAs, and team capacity.
* Communicate clearly and promptly with Team Managers and agents to ensure understanding and execution of real-time actions.
* Collaborate with the Planning and WFM Lead to coordinate responses to live issues and performance fluctuations.
* Monitor agent adherence, call queues, and service levels using real-time software (e.g., Vonage, Monet).
* Enforce adherence to schedules, break patterns, and performance metrics to drive productivity.
* Produce and deliver regular performance reports to senior management, with actionable insights.
* Lead root cause analysis of SLA misses and drive continuous improvement initiatives.
* Make quick and informed staffing decisions based on intraday trends and demand forecasts.
* Take ownership of WFM KPIs including Service Levels, Occupancy, Utilisation, and AHT.
What We're Looking For
* Proven experience in real-time management within a contact centre or customer service environment.
* Proficiency with real-time monitoring and WFM tools (e.g., Vonage, Monet).
* Strong analytical and problem-solving skills with the ability to make fast, data-driven decisions.
* Excellent communication skills, both written and verbal.
* GCSE grade C or equivalent in Maths and English.
* Strong IT skills and confidence working with data and dashboards.
* Bachelor's degree in Business, Operations Management, or a related field.
* Relevant WFM or customer service certifications.
* Level 5 qualification in Customer Service.
* Experience leading process improvements or operational efficiency projects.
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
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