Overview:
Real Time Analyst
Location: on-site in Dublin
Contract: full-time & permanent
Salary: €35,000 DOE
Great Benefits
As a Real‑Time Analyst, you will play a critical role in optimising the contact centre’s operational efficiency by driving Schedule Adherence, Conformance, and real‑time monitoring. You will specialise in IEX, Agent connects (Queues) and Client related tools and applications and ensure service level agreements are met through proactive decision‑making, real‑time queue management, and close collaboration with Operations and WFM. This role is central to maintaining a productive, motivated, and well‑aligned workforce.
Key Responsibilities & Accountabilities
Real‑Time Monitoring & IEX Management
Real‑time queue management — Monitor telephony queues, reprioritise skills, and ensure consistent performance across all call types. Ensure call queues are continually monitored, and workload distributed to staff available to maintain high productivity and occupancy within the workforce.- IEX schedule governance — Monitor and amend colleague schedules in IEX to ensure activities are planned appropriately and geared toward SLA improvement.
- Adherence & conformance — Update exceptions on IEX in real time, ensuring WFM systems are accurately and timely updated for necessary reporting required through the tool, Drive adherence by influencing colleagues, reducing non‑adherence, and applying coaching‑led interventions.
Operational Planning & Collaboration
WFM partnership — Work closely with the WFM Analyst/SME to understand the position of delivery/ plan, take corrective actions closely working with Operations over real time/. Daily stand up’s to ensure and resource projections are continually optimised and effectively to meet customer demand.- Daily/weekly plans — Produce daily and weekly operational plans, flag pressure points, and take corrective action.
- Exception management — Capture exceptions to daily plans and feed back to management and WFM Planning, ensuring notifications/ escalations in real time and governences
Real‑Time Decision Making
- Operational alignment — Make real‑time decisions to align colleague focus areas with customer demand.
- Frontline engagement — Liaise with frontline colleagues to provide direction and ensure adherence to schedules.
- Leadership collaboration — Work collaboratively with leadership teams to ensure resource allocation is optimised.
Analysis & Continuous Improvement
- Performance analysis — Produce day‑by‑day and week‑by‑week analysis of operational delivery with recommendations for improvement.
- SLA protection — Identify risks to SLA and take immediate corrective actions.
What We’re Looking For
Technical & Analytical Skills
Analytical capability — Strong analytical skills with the ability to interpret real‑time data.- WFM tool experience — Experience using Workforce Management tools (2 years IEX experiences preferred); willingness to learn new systems.
- Telephony knowledge — Good working knowledge of contact centre telephony for performance monitoring.
- Contact centre metrics — Understanding of core metrics such as SLA, AHT, occupancy, shrinkage, adherence, and conformance.
Behavioural & Stakeholder Skills
- Stakeholder management — Well‑developed ability to influence and collaborate with multiple stakeholders.
- Organisation & multitasking — Strong organisational skills with the ability to manage multiple priorities.
- Coaching & influence — Ability to influence colleagues using emotional intelligence and a coaching‑led approach.
- Real‑time experience — Real‑time and scheduling experience preferred
You must have the right to work in Ireland for this position. We are unable to provide visa sponsorship.
