Job Description

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

Essential:

• 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.

Desirable:

• 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.