Real Time Analyst

Department
Customer Service
Location
Bristol CEC United Kingdom
Date Posted
05-06-2025

An excellent opportunity to work as a Real Time Analyst in our Bristol office.

This role is office based - 5 days per week.

Overall Purpose of the role

  • The Customer Service Planning Team are responsible for providing accurate and effective planning support to the Customer Service Leadership team to ensure the delivery of Customer Experience and Commercial performance.

  • Analyse, monitor and react to real-time staffing levels and customer contacts, to optimise customer journey in line with operational plans

Key Responsibilities

  • Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment

  • Optimising performance through shrinkage management and agent skill alignment to ensure operational goals are met

  • Lead operational decision making with performance insight, including impact to customer journey and supporting recommendations

  • Influence operational decision making to set weekly & monthly targets. Manage schedules and daily results to deliver agreed targets

  • Ensure all resourcing updates are included in the daily planning and schedule management

  • Identify risks of delivering the operational plan and escalate to appropriate stakeholders, with solutions to mitigate impact to customer journey

  • Conduct & feedback on trend analysis to enhance both operational & planning KPIs supporting continual improvement

  • Co-ordinate & communicate in-day issue management for technology incidents impacting the customer journey

  • Assist in the delivery of change work streams which will require strong working relationships and stakeholder management

Required Skills and Experience

  • Good communication skills, both written and verbal

  • Stakeholder management both horizontal and vertical

  • Analytically sound with an ability to problem solve

  • Driven for Customer Excellence

  • Strong organisation and planning skills

  • Ability to work across multiple tasks at once

What we offer:

Salary for an equivalent permanent position between £25,000 and £28,000 dependant on experience