We are delighted to be working with a well-established company, based in Folkestone, who are looking for a very talented Real Time Analyst. Join the Resource Planning team and ensure customer contact performance is maximised. The main purpose of the role will require analysis, monitoring and react to real time staffing levels to avoid customer queues over 2 separate sites.

You will have a high level of Excel experience and be able to create and use Pivot tables and Formulas. This position works with the Resources and Planning Team where you will be monitoring adherence and key performance metrics on the day using your analytical mind.

Please note, there will be the requirement to travel to the companies sister site, based in Hertfordshire, once a month for wider team meetings.

Furthermore, the role will also involve:
• To be daily point of contact for all Team Leaders for all real time queries
• To provide support to Team Leaders with the production of management information
• Managing activity of advisers to ensure maximum productivity through real time monitoring and effective rescheduling
• Manage the impact of daily absence on WFM and take appropriate action to reschedule adviser breaks, lunches and finishing times
• Real time monitoring of contact across all channels for queues and when necessary arrange for extra support from advisers from other departments
• Monitor intra-day contact volumes compared to forecast
• Analyse and manage offline activity to ensure optimum performance is achieved
• Ensure sufficient resource is scheduled for each weekend and when necessary liaise with the appropriate Team Leader to resolve any shortages
• Liaise with RP Analysts regarding overtime requirements.
• To monitor the log-in procedure of all Advisers to ensure they have correctly used the Telephony system and are available for calls
• Monitor any telephone or computer system issues. Escalate issues as appropriate to ensure minimal impact on Call Centre performance
• Ensure Team Leaders are made aware of any issues concerning specific adviser performance and availability. This includes compliance with DPA and SIM
• Support decision making and scenario modelling, contributing to pre-and post-event analysis
• Working with suppliers, act as liaison point for operational issues affecting customer service
• Attend weekly TL review meetings


The successful candidate will be able to demonstrate:
• Strong understanding and experience of a Workforce Management System
• Previous experience in a Real Time Analyst role within a contact centre environment
• Excellent communication and inter-personal skills, building great working relationships
• Excellent Excel skills – Pivot tables, Formulas, etc
• Strong analytical skills and data driven
• Strong customer focus
• Effective time management, organisational skills and workload prioritisation
• Calm under pressure and ability to make the right decisions
• Understand customer demand and ensure forecasting & planning is optimised
• Flexibility of working hours
• Professional and committed approach to work
• Must have drivers licence


This is a truly exciting opportunity to take on a completely brand new role and take on the Customer Relations transformation programme. Bring your knowledge and experience to the table and use your data insight to support the business going forward.

Apply today and don’t miss out!


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