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
Resource Planning & Management
Workload & Queue Management
Workforce Performance
Analysis & Reporting
Incident & Service Management
Stakeholder Engagement
Continuous Improvement
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
Real Time Analyst • Wolverhampton, England, GB
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