Real Time Analyst

Salary: From £25298-£31623

Who are Diligenta?

Diligenta’s vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients’ operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role:

We’re looking for a proactive Real Time Queue Management (RTQM) Analyst to ensure seamless intraday queue management, reporting, and real-time insights across our operations. In this key role, you’ll help maintain service levels by managing staffing adjustments, short-term forecasting, and optimizing resource allocation to deliver the best customer experience.

Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance (‘Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you’ll be doing:

• Monitor operations in real time, providing performance insights and direction to meet service level targets.
• Manage agent activity (on-call and off-call) to optimize staffing and reduce customer wait times.
• Deliver intraday reports and performance updates to support operations.
• Respond to service level changes by adjusting staffing or rebalancing call volumes.
• Analyse performance data to identify trends and opportunities for improvement.
• Collaborate with internal teams to solve staffing and performance challenges.
• Ensure compliance with real-time processes and maintain operational efficiency.

What we’re looking for:

• 2-3 years of experience in a Real Time Analyst role.
• Expertise in workforce management tools such as Cisco, Verint (essential), Nice, or Genesys.
• Strong MS Excel and MS Access skills for data analysis and reporting.
• Solid understanding of contact centre metrics and operational processes.
• Excellent communication skills, both written and verbal, across all levels of the business.
• A problem-solving mindset with the ability to identify areas for improvement.
• Flexibility and adaptability to meet changing business demands.
• Proven experience in change management.