3033 IT & Software Developer jobs in the UK
Real-Time Analyst - Contact Centre
£28,000 - 28,000
identibase
Monks Cross Drive 7, York
£28,000 - 28,000
Requirements
Must:
- Experience in a Real Time Analyst, Planner, or WFM role.
- Strong understanding of contact centre KPIs.
- Experience with WFM tools (NICE/IEX, Verint, Genesys, Calabrio).
- Advanced Excel skills.
- Strong analytical and communication skills.
- Omnichannel contact centre experience (desirable).
- Knowledge of forecasting methodologies (e.g. Erlang) (desirable).
- Experience supporting change or transformation projects (desirable).
- Highly organised and detail-oriented.
- Calm under pressure.
- Proactive and adaptable.
- Comfortable in a fast-paced environment.
Responsibilities
- Monitor real-time contact centre performance across all channels (voice, email, chat, digital).
- Track KPIs including service level, ASA, AHT, occupancy, adherence, and shrinkage.
- Take immediate action to address intraday variances.
- Manage schedule adherence and escalate issues where necessary.
- Provide real-time updates and guidance to operational leaders and team managers.
- Produce short- and medium-term forecasts based on historical data and trends.
- Build and maintain staff schedules aligned to forecasted demand.
- Support capacity planning including recruitment and training assumptions.
- Review forecast accuracy and continuously improve planning models.
- Prepare daily, weekly, and monthly performance reports.
- Analyse trends and identify root causes of variance.
- Provide recommendations to improve efficiency and customer experience.
- Work closely with Operations, Training, Quality, and HR teams.
- Support operational decision-making with data-led insights.
- Communicate risks and mitigation plans to senior stakeholders.
Description
We are seeking a Real Time Analyst / Planner to manage intraday performance and workforce planning within our contact centre. Our role plays a crucial part in ensuring service level targets are met by monitoring real-time activity and making proactive adjustments to staffing and resources. We offer a full-time permanent position with a comprehensive benefits package, including additional leave, company pension, gym membership, and more. Our preferred location is York, YO32 9GZ, with a working pattern of 37.5 hours per week on a rotational basis.
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You can find Business Specialist salaries in the UK here.
How many Business Specialist jobs are in the UK?
Currently, there are 3033 Business openings. Check also: Project-Manager jobs, Product-Manager jobs, CRM jobs - all with salary brackets.
Is the UK a good place for Business Specialists?
The UK is one of the best countries to work as a Business Specialist. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for Business Specialist jobs in the UK?
The Scouts Association, Mas & Pas Limited, KubeNet, Lloyds Banking Group, Ctrl Alt, Delapt Technologies UK, Companies House among others, are currently hiring for Business roles in the UK.
The company with most openings is Experis as they are hiring for 93 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.
The company with most openings is Experis as they are hiring for 93 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.