£33,000 Per Annum
Full Time
Permanent
Slough, Berkshire
Customer Service And Call Centre
Posted 9 hours ago
Expires In 29 Days
Job Description
Cactus Search are looking for a highly analytical Real-Time Analyst to manage live contact centre performance and ensure service targets are consistently met for one of the largest businesses in the UK in their Industry.
Two days on site in Slough and Three working from home.
The Role
You’ll oversee real-time operations across voice and digital channels, using live data to make quick decisions on staffing, queues, and priorities. You’ll play a key role in maintaining service levels, minimising risk, and keeping operations running smoothly.
Key Responsibilities
- Monitor real-time performance and key metrics (Service Level, ASA, AHT, Abandonment)
- Adjust staffing and schedules in response to demand
- Manage queues, routing, and agent activity
- Identify performance risks and take immediate corrective action
- Communicate updates and recommendations to stakeholders
- Handle operational incidents and coordinate recovery plans
- Experience in a contact centre WFM or real-time environment
- Strong understanding of forecasting, scheduling, and intraday management
- Advanced Excel skills and experience with WFM tools (e.g. Verint, NICE, Genesys, Calabrio)
- Strong analytical mindset with the ability to act quickly under pressure
- Confident communicator with stakeholder management skills
- Experience with Power BI or similar reporting tools
Josh Homans
josh.homans@cactussearch.co.uk
01905 330 790
Division 804
Cactus Search
Cactus House
30 Foregate Street
Worcester
Worcestershire
WR1 1DS
01905 330790
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