The Real Time Analyst is responsible for monitoring, analysing, and managing real-time operational performance across Customer Experience to ensure service levels, case SLAs, productivity targets, and customer experience standards are consistently achieved.

The role acts as the operational control point for customer contact channels, proactively monitoring telephony performance, Salesforce case queues, workforce utilisation, and schedule adherence. Through real-time analysis, insight, and stakeholder engagement, the Real Time Analyst identifies risks, opportunities, and emerging trends, ensuring resources are deployed effectively to protect customer outcomes and operational performance.

Working closely with operational leaders and key stakeholders, the role supports service delivery, workforce optimisation, continuous improvement, and data-driven decision making across the Customer Experience function.

The role combines strong analytical capability with active operational engagement, maintaining a visible presence within the operation to support decision making, communicate priorities, manage resource movements, and drive performance improvements in real time. The Real Time Analyst will build strong relationships across Customer Experience and be confident engaging with colleagues and leaders at all levels.

Requirements

Real-Time Performance Monitoring

• Monitor contact channels, Salesforce queues, and operational performance.
• Track KPIs including Service Level, AHT, SLA performance, occupancy, utilisation, and productivity.
• Identify risks, recommend actions, and escalate service impacts where required.

Resource Planning & Management

• Manage intraday staffing and align resources to customer demand.
• Recommend resource allocation across channels and priorities.
• Coordinate coaching, training, meetings, and offline activities to minimise service impact.

Workload & Queue Management

• Monitor Salesforce case queues, workload distribution, case ageing, and SLA performance.
• Identify bottlenecks, capacity risks, and workload pressures.
• Support prioritisation and recovery planning to maintain service levels.

Workforce Performance

• Monitor schedule adherence, agent availability, productivity, and utilisation.
• Analyse adherence and Not Ready trends.
• Provide insight and recommendations to improve performance.

Analysis & Reporting

• Analyse contact volumes, performance trends, and customer contact drivers.
• Produce operational reports, dashboards, and management information.
• Highlight risks, opportunities, and improvement actions.

Incident & Service Management

• Support operational incidents, service disruptions, and recovery plans.
• Assess service impacts and recommend resource deployment strategies.
• Communicate risks and performance updates to stakeholders.

Stakeholder Engagement

• Build strong relationships with operational leaders and key stakeholders.
• Support decision-making through data-led insights and recommendations.
• Act as a trusted partner in achieving service and business objectives.

Continuous Improvement

• Identify opportunities to improve processes, reporting, and service delivery.
• Support change initiatives and operational best practices.
• Promote a culture of continuous improvement and data-driven decision making.

Benefits

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme