Real Time Analyst

About the role

We are looking for a proactive Real Time Analyst to join our Insource Department. Reporting to the Workforce/Operations Team, you will monitor real‑time performance, manage intraday operations and ensure optimal workforce utilisation to meet service levels.

Key responsibilities

• Monitor real‑time queues, call volumes and agent performance to ensure SLAs are met.
• Manage intraday staffing, schedule adherence and break optimisation.
• Identify and respond to performance risks or service‑level breaches in real time.
• Provide real‑time direction to Operations Leaders to optimise performance.
• Analyse trends and intraday data to recommend immediate and short‑term adjustments.
• Prepare and maintain intraday and daily performance reports.
• Support workforce planning through forecast vs actual analysis.

Required profile

• Strong analytical and problem‑solving skills.
• Ability to work under pressure and make quick, informed decisions.
• High attention to detail and accuracy.
• Excellent communication and stakeholder‑management abilities.
• Proactive, results‑driven and able to manage multiple priorities.
• Experience in Real Time Analyst, workforce planning or operations support is an advantage.

Required skills

• Proficiency in Microsoft Excel.
• Experience with reporting tools.
• Familiarity with workforce management systems.