Real Time 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

Overview

Salary: From £29,571-£36,964 per year

Who are Diligenta? Our 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

• 31 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’ experience as a Real Time or Workforce Management Analyst.
• Strong command of Verint, NICE, Active OPS, or Cisco workforce management tools.
• Advanced Excel skills with sound analytical and statistical ability (including Erlang C).
• Solid understanding of contact centre operations, metrics, and performance drivers.
• Excellent communication and problem-solving skills with a proactive, adaptable mindset.
• Proven ability to manage change and deliver accurate, timely outputs in a fast-paced environment.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

Apply for this role

Do you hold valid Right to Work in the UK? Yes / No

Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)? Yes / No

Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit related proceedings which have or have not been satisfied? Yes / No

Have you been referred for this position by Diligenta Employee? Yes / No

Have you previously worked for Tata Consultancy Services (TCS)? Yes / No

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