About the Role
We’re seeking a Workforce & Real-Time Analyst to join a fast-paced contact centre environment within a leading organisation. This role plays a key part in ensuring operational performance by monitoring real-time activity, managing staffing levels, and driving service delivery outcomes.
Key Responsibilities
- Monitor real-time performance, including queues, volumes, and service levels
- Manage intraday staffing adjustments to meet demand
- Identify and respond to performance risks and trends
- Provide clear communication and updates to stakeholders
- Track and analyse key metrics (SL, AHT, adherence, shrinkage)
- Support workforce planning through insights and reporting
- Escalate issues and recommend solutions in a timely manner
- Previous experience in Workforce Management or Real-Time Analysis
- Strong understanding of contact centre metrics and operations
- Experience with WFM tools (e.g. Genesys, NICE, Verint, Avaya) is highly regarded
- Excellent analytical and problem-solving skills
- Strong communication and stakeholder management ability
- Comfortable working in a fast-paced, reactive environment
- High attention to detail and ability to prioritise
- Opportunity to work with a leading banking/financial services organisation
- Collaborative and supportive team environment
- Exposure to high-impact operational decision-making
- Career growth within workforce planning / analytics
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
