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Real-Time Analyst

Job Posted: 13 hours ago

Salary: £ 25,000 - 40,000 / Annum
Job Type: Permanent
Location: Walton-On-Thames, Surrey

Expire in: a month

Job Description

Real-Time Analyst

Red Recruitment is recruiting an experienced Real-Time Analyst to join an industry leading client in the Surrey region.

You'll work in a dynamic environment where change is embraced, and your ideas can make a real difference.

The Real-Time Analyst is responsible for monitoring and managing intraday performance and staffing levels to ensure service level agreements (SLAs) are met. They act as the central point of contact for real-time adjustments and provide actionable insights to optimise operational efficiency.

The RTA acts as the "the eyes on the floor", providing real-time insights.

Salary and Benefits of a Finance Analyst:

Salary: Competitive Salary
Hours: Monday - Friday
Contract Type: Permanent
Location: Surrey 
On going training and professional enhancement opportunities
Pension plan

Key Responsibilities of a Real-Time Analyst:

Intraday Monitoring:
Track call, chat and email volumes, agent availability, and queue activity in real time.
Monitor adherence to schedules and escalate deviations.
Workforce Management Support:
Collaborate with schedulers and forecasters to adjust staffing plans.
Recommend overtime or shift changes as needed.
Reporting & Communication:
Provide hourly/daily performance reports to stakeholders.
Communicate with team leads regarding staffing gaps or SLA risks.
System Management:
Use WFM tools to manage schedules and real-time data.
Ensure accurate data entry and system updates.
Incident Response:
Respond to system outages, spikes in volume, or other operational disruptions.
Coordinate with IT or support teams to resolve issues quickly.

Key Skills and Experience of a Real-Time Analyst:

Strong analytical and problem-solving skills.
Proficiency in WFM software (Calabrio WFM and/or 8x8 experience desirable) and Excel.
Excellent communication and coordination abilities.
Ability to work under pressure and make quick decisions.
Prior experience in a contact centre or operations environment required.If you are interested in this position as a Real-Time Analyst and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

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Looking for your next career move? Join a top company hiring Real-Time Analyst job near me in Walton-On-Thames, Surrey! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!