Real Time Analyst

Applied Intuition Inc.; Cardiff; Hybrid; GBP 80,000 - GBP 100,000; Full time

Job summary

A fintech company based in Cardiff is looking for a Support Services role within Customer Operations. The position involves contributing to Service Level targets and using Workforce Management tools to enhance operational efficiency. Candidates should have experience in a Resource Planning Team, be skilled in Excel, and be comfortable in a dynamic environment. The role offers a hybrid work model and competitive perks including private healthcare, holiday allowance, and a supportive team culture.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

EV Salary Sacrifice Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Experience within a Resource Planning Team with Telephony Platforms.
• Supporting live performance in a contact center environment.
• Confident in data analysis and reporting.

Responsibilities

• Achieve Service Level targets by balancing actual contacts with forecasts.
• Plan and schedule off-phone activities using WFM tools.
• Produce daily reports on team performance.

Skills

Use of Workforce Management tools

Data analysis using Excel/Google Sheets

Experience in Resource Planning

Ability to provide operational insights

Prioritisation of workload

Job description

We’re Capital on Tap 👋💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

📍 Cardiff | 🏢 Hybrid - 3 days a week in the office. The first 6-12 weeks will be 5 days a week in the office while you get set in your new role.

Support Services - Customer Operations 🚀Our Support Services team are the back office operations for all of our Customer Operations team (300+ people). It’s where all of the planning and analysis happens to make sure we have the right people in the right place at the right time for our customers to give them the help they need.

What You’ll Be Doing 🗃️

• Contribute towards achieving Service Level targets by balancing actual contacts with forecast and on-the-day activity.
• Use Workforce Management (WFM) and Call Monitoring tools to ensure adherence to schedules.
• Use insights to make decisions on the move of staff between tasks/skillsets.
• Use WFM tools to plan and schedule off-phone activities; also reporting absences and lateness, providing insights to the management team.
• Produce daily reports detailing previous day’s performance & potential impacts on the current day.
• Assist with production of rotas based on demand and making adjustments to plan as needed.
• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.
• Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools.
• Experience of supporting “live performance” within a contact centre environment.
• Confident using Excel / Google sheets to analyse data and produce MI / Performance reports.
• Ability to provide clear insights and feedback to improve operational efficiency.
• Ability to prioritise workload.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Application Process

• Stage 1: 30 minute call with a Talent Partner
• Stage 2: 60 minute interview with Service Delivery Manager

Diversity & Inclusion 🌈

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

• 🏥 Private Healthcare including dental and opticians services through Vitality
• ✈️ Worldwide travel insurance through Vitality
• 🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• 👛 Salary Sacrifice Pension Scheme up to 7% match
• 🚘 Octopus EV Salary Sacrifice Scheme
• 🏖️ 28 days holiday (plus bank holidays)
• 📖 Annual Learning and Wellbeing Budget
• 👪 Enhanced Parental Leave
• 🚲 Cycle to Work Scheme
• 🚂 Season Ticket Loan
• 💬 6 free therapy sessions per year
• 🐶 Dog Friendly Offices
• 🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).