Real-Time Analyst Vertical: UK Financial Customer Service

Description: The Real-Time Analyst is responsible for monitoring and managing real-time contact center operations to ensure service levels, staffing, and productivity targets are achieved. The role involves tracking queue performance, attendance, staffing levels, service levels, and intraday performance, while identifying gaps and taking appropriate actions to maintain operational efficiency. The analyst will work closely with operations and workforce management teams to communicate performance updates, manage schedule adherence, and support real-time staffing adjustments.