Real Time Analyst

Real Time Analyst

c.£42,000 per annum

Bedford

Permanent

Hybrid Working

We are seeking a Real Time Analyst to play a crucial role within our contact centre operations. This position is key to monitoring and analysing real-time contact volumes and staffing levels, ensuring that customer service targets are consistently met. The Real Time Analyst will work closely with the Workforce Manager and alongside a team of shift supervisors and planners, contributing significantly to the efficiency and effectiveness of our customer service operations.

Role Overview

The Real Time Analyst will report directly to Workforce Manager and will work alongside a team of shift supervisors and a dedicated planner. In this role, you will be responsible for:

Key Responsibilities:

• Monitor real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Adjust intraday forecasts based on actual volume and staffing levels to optimise resource allocation and operational efficiency.
• Coordinate with the Operational Planning team to implement schedule adjustments and ensure effective communication across teams and shifts.
• Analyse real-time contact centre performance data to identify trends, anomalies, or issues affecting customer service delivery.
• Liaise with Supervisors and the Workforce Planning Manager to relay real-time insights and recommend immediate actions to address service level risks.
• Manage real-time escalation processes to address high volume or crisis situations, ensuring minimal impact on service quality.
• Act as a point of contact for external service providers to ensure collaboration across resources.
• Document and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.
• Maintain impact and escalation logs, recording issues impacting shrinkage and utilisation metrics.
• Ensure that appointments start on time and are reallocated as necessary, working with the supervisor team to address customer issues promptly.
• Escalate issues to the Workforce Manager as needed and monitor the absence line with supervisors to ensure continuous service.

You will need to demonstrate the following skills and experience.

To excel in this role, you will need to demonstrate:

• Experience working within a contact centre or omni-channel customer service environment, ideally in a Real Time or Tactical Planning role.
• Proficiency with workforce management technology (e.g., Genesys Cloud, Verint, NICE IEX) and methodologies.
• Strong understanding of Call Centre metrics and their impact on operations.
• Proven ability to identify and implement workable improvements to enhance customer and adviser experience.
• Experience in re-planning and scheduling based on real-time operational requirements, net staffing, and benefits.

About Us

 
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment

 
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working

 
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

 
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

 
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Selection Process:

1. Initial Review: Our recruiter will review your CV. If it looks like a good fit, they'll reach out to arrange a call.
2. Hiring Manager Review: If the recruiter thinks you're suitable, your CV will be passed to the hiring manager, who will decide whether to invite you for an interview.
3. Interview: If selected, you'll participate in a virtual interview. This single-stage process allows you to demonstrate your skills and experience through competency-based questions.

Application Process

 
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Job Reference: MaPS00843

Close Date: Tuesday 20^th May 2025