Real-Time Operations & Queue Insights Analyst

Diligenta Limited; Basingstoke; On-site; GBP 29,000 - GBP 37,000; Full time

Job summary

A leading life and pensions service provider in Basingstoke is searching for a Real Time Queue Management Analyst. This role involves monitoring operations in real-time, delivering performance insights, and managing staffing adjustments to optimize customer experience. Candidates should possess 2–3 years of experience, strong analytical skills, and expertise in workforce management tools. This position offers a competitive salary and various benefits, including development opportunities and a contributory pension scheme.

Benefits

31 days holiday including Bank Holidays

Annual discretionary bonus scheme

Career development opportunities

Online discounted shopping access

Cycle to Work Scheme

Companywide Wellbeing programme

Contributory pension scheme

Qualifications

• 2–3 years of experience in a similar role.
• Strong analytical skills, including Erlang C.
• Ability to deliver accurate outputs in a fast-paced environment.

Responsibilities

• Monitor operations and provide performance insights.
• Manage agent activity to optimize staffing.
• Deliver intraday reports to support operations.
• Adjust staffing according to service level changes.
• Analyze performance data for trends and improvements.
• Collaborate to solve staffing challenges.

Skills

Experience as a Real Time or Workforce Management Analyst

Knowledge of Verint, NICE, Active OPS, or Cisco tools

Advanced Excel skills

Analytical and statistical ability

Understanding of contact centre operations

Communication skills

Problem-solving skills

Job description

A leading life and pensions service provider in Basingstoke is searching for a Real Time Queue Management Analyst. This role involves monitoring operations in real-time, delivering performance insights, and managing staffing adjustments to optimize customer experience. Candidates should possess 2–3 years of experience, strong analytical skills, and expertise in workforce management tools. This position offers a competitive salary and various benefits, including development opportunities and a contributory pension scheme.