Real Time Analyst

Our Role The Real Time Analyst (RTA) plays a key role within the wider contact centre team by monitoring inbound volumes, managing real-time staffing, and maintaining schedule adherence to ensure service levels are consistently achieved. Working in partnership with operations and resource planning internally and our outsource partner, the RTA ensures effective intraday performance management and supports the smooth delivery of our customer experience. What you’ll be doing Real-Time Monitoring & Intraday Management Monitor inbound contact volumes, agent availability, and real-time performance across all channels. Manage agent schedules in real time, ensuring adherence to planned activities and reacting promptly to deviations. Track and analyse key drivers of performance such as agent code usage, shrinkage, AHT, and interval-level service levels. Identify trends or anomalies in contact patterns and escalate unexpected changes to the Resource Planning Manager and operational leaders. Performance Support & Stakeholder Communication Support the delivery and coordination of core agent support activities (e.g., QA sessions, 1:1s, coaching), ensuring these are aligned with service level requirements. Communicate real-time updates, risks, and recommended actions clearly and effectively to managers across all sites. Build and maintain strong working relationships with key stakeholders, promoting collaboration and operational alignment. Reporting & Continuous Improvement Produce accurate and timely intraday performance reports for stakeholders. Provide insights and recommendations to optimise contact centre efficiency and service levels. Support the wider Resource Planning team with tasks and projects as required. The Skills & Experience That You’ll Need Desirable Essential Experience in customer service or a contact centre environment. Working knowledge of Workforce Management tools (e.g., Verint, Calabrio, NICE). Strong analytical skills, with high attention to detail and the ability to interpret operational data. Experience in leading and presenting regular service or performance updates to stakeholders and leadership teams. Confident decision-maker able to work under pressure and respond quickly to emerging issues. Proficient PC skills, including Microsoft Office; strong Excel skills (e.g., VLOOKUP, INDEX/MATCH, IF statements, Pivot Tables) Excellent verbal and written communication skills. Self-motivated, proactive, and comfortable making autonomous decisions. Creative problem-solver with the ability to think outside the box. Strong organisation and time-management skills. Ability to work under pressure, in a fast paced environment. Experience within the retail industry. Exposure to broader workforce planning functions such as forecasting or scheduling. Experience of using Power BI. What We’ll Offer You At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries. Discount -Up to 50% discount (dependent on contract type) Holiday – 23 days, increasing to 25 days with length of service Holiday Buy – opportunity to buy up to an additional 5 days holiday Bonus Potential - In addition to our competitive salaries, all our permanent employees are entitled to join a discretionary bonus scheme. (dependent on contract type) Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing Continued Development – we offer structured support from our own in house Learning and Development Hub Pension Scheme Life Assurance Additional Benefits Fruit basket daily Tea and coffee provided Working from Home - option to work from home on Mondays and Fridays Social - Christmas party/social events throughout the year Seasonal Sample Sales Volunteer Day - with a charity of your choice Our Equality Diversity and Inclusion statement of commitment At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities. We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong. We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process. We'd love you to join us on our journey.