Real Time Analyst
| Posting date: | 06 May 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 05 June 2025 |
| Location: | Bedford, MK42 9AP |
| Company: | Reed Talent Solutions |
| Job type: | Permanent |
| Job reference: | MaPS00843-334820 |
Summary
Role Overview
The Real Time Analyst will report directly to Workforce Manager and will work alongside a team of shift supervisors and a dedicated planner. In this role, you will be responsible for:
Key Responsibilities:
• Monitor real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). • Adjust intraday forecasts based on actual volume and staffing levels to optimise resource allocation and operational efficiency. • Coordinate with the Operational Planning team to implement schedule adjustments and ensure effective communication across teams and shifts. • Analyse real-time contact centre performance data to identify trends, anomalies, or issues affecting customer service delivery. • Liaise with Supervisors and the Workforce Planning Manager to relay real-time insights and recommend immediate actions to address service level risks. • Manage real-time escalation processes to address high volume or crisis situations, ensuring minimal impact on service quality. • Act as a point of contact for external service providers to ensure collaboration across resources. • Document and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs. • Maintain impact and escalation logs, recording issues impacting shrinkage and utilisation metrics. • Ensure that appointments start on time and are reallocated as necessary, working with the supervisor team to address customer issues promptly. • Escalate issues to the Workforce Manager as needed and monitor the absence line with supervisors to ensure continuous service.
You will need to demonstrate the following skills and experience.
To excel in this role, you will need to demonstrate: • Experience working within a contact centre or omni-channel customer service environment, ideally in a Real Time or Tactical Planning role. • Proficiency with workforce management technology (e.g., Genesys Cloud, Verint, NICE IEX) and methodologies. • Strong understanding of Call Centre metrics and their impact on operations. • Proven ability to identify and implement workable improvements to enhance customer and adviser experience. • Experience in re-planning and scheduling based on real-time operational requirements, net staffing, and benefits.
About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK. At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values: • Caring We care about our colleagues and the people whose lives we are here to transform. • Connecting We will transform lives through our ability to make positive connections. • Transforming We are committed to transforming lives and making a positive societal impact. Our Inclusive Working Environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.” Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.
About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK. At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values: • Caring We care about our colleagues and the people whose lives we are here to transform. • Connecting We will transform lives through our ability to make positive connections. • Transforming We are committed to transforming lives and making a positive societal impact. Our Inclusive Working Environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.” Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.
Proud member of the Disability Confident employer scheme