Real‑Time Analyst - Contact Centre (20 05 RTA)
Job Type: Permanent
Location: Letterkenny, Co. Donegal; Onsite
Hours of Work: 8AM – 6PM
Job Overview
As a Real‑Time Analyst you will safeguard real‑time customer journeys, manage queue performance, produce intraday reporting and insights, and support workforce planning to maintain service levels and customer satisfaction.
Responsibilities
Act as the real‑time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
Maintain healthy utilization, occupancy, adherence & intraday SLA levels according to best‑in‑class industry standards
Recommend overall allocation of off‑phone activity in partnership with line and senior managers using performance and shrinkage analysis
Manage on‑phone and off‑phone activity
Respond to service level variations by working with Operations to match staff to demand and/or reallocate call volumes
Provide periodic real‑time and historical reports containing performance data to support operations management in a contact centre
Provide analysis, support and reporting to the operations manager on utilization of workforce management activity in conjunction with strategic direction for the contact centre
Proactively develop partnership relationships with internal users to anticipate and provide solutions to user needs
Complete deliverables accurately and on time
Qualifications
Education: Leaving Certificate or equivalent
Relevant work experience 2‑3 years
Strong communication skills – confident, professional telephone manner and clear, concise communication
WFM tools expertise (verint, NICE, Active, OPS, CISCO)
Workflow coordination
Basic statistics, SQL, Erlang C
Interpersonal skills – helpful, can‑do, service‑oriented, able to work under pressure and meet tight deadlines in a team environment, discreet when dealing with confidential information
People skills – proven track record as a strong team player with a positive customer‑facing experience in the financial service sector
Flexible and willing to learn – ability to support different business areas and undergo relevant professional qualifications and mandatory compliance training
Desirable Qualifications
Master’s degree in a related field
Preferred work in a similar role or the insurance industry
Benefits
Competitive salary package with pension, health care, life assurance, laptop, extensive training resources and discounts across the Tata network. Health and wellness initiatives and sporting events.
Diversity, Inclusion and Well‑Being
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998‑2011 and the Equal Status Acts 2000‑2012. We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, and sexual orientation. We are a disability‑confident employer and offer interview adjustments for disabled or long‑term conditions.
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