TCS is a purpose‑led transformation company, built on belief. We do not just help businesses transform through technology; we support them in making a meaningful difference to the people and communities they serve – our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects that demand ambitious innovation and thought leadership.
The Role
As a Real‑Time Analyst, you will deliver excellent customer journeys that are core to our client’s strategy and key to building “Purpose and Pride”. Due to continued growth and evolution of our BaNCS platform, a pan‑account, enterprise MI, planning and insights function is essential to support the business going forward.
Driving Real‑Time Customer Journey Excellence – You play a critical role in safeguarding customer journeys by actively monitoring queues, managing intraday performance, and making real‑time adjustments to ensure service levels are consistently met. Your actions directly contribute to delivering a seamless customer experience and reinforcing a culture of “Purpose and Pride.”
Developing Advanced MI & Workforce Management Skills – Through hands‑on involvement in intraday reporting, real‑time insights, and short‑term forecasting, you will build strong analytical and decision‑making capabilities. Leveraging workforce management tools such as Verint, NICE/Genesys, or similar systems, you will optimise resource allocation and respond dynamically to changing demand.
Supporting a Pan‑Account, Insight‑Driven Function – As part of a central MI, planning, and insights function, you will collaborate across multiple accounts to ensure consistent performance standards and governance frameworks are embedded. Your contribution to real‑time analysis and performance tracking will support continuous improvement and informed decision‑making for customers, clients, and colleagues.
Your 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 (best‑in‑class industry standards) utilisation, occupancy, adherence & intraday SLA levels
Recommend overall allocation of off‑phone activity in partnership with line and senior managers utilising performance and shrinkage analysis
On‑phone and off‑phone activity management
Appropriately respond to service level variations by working with Operations to match staff to demand and/or reallocate call volumes
Provide periodic reports – real time and historical containing performance data to support operations management in a customer‑service contact centre
Provide analysis, support and reporting to the operations manager of utilisation of workforce management activity in conjunction with strategic direction for the contact centre (including real‑time, historical and future data points)
Proactively develop partnership relationships with internal users anticipating and providing solutions to user needs
Complete deliverables accurately and on time
Your Profile
Essential skills/knowledge/experience
Education (Qualifications): Leaving Certificate or equivalent
Knowledge & Experience: Relevant work experience 2-3 years
Strong Communication Skills: Confident, professional telephone manner and ability to effectively execute on the above duties; displaying clear and concise communication skills;
WFM tools expert (scheduling) Verint, NICE, Active, OPS, CISCO
Workflow coordination
Basic statistics, SQL, Erlang C
Interpersonal Skills: Must possess and demonstrate a helpful, can‑do and service‑oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self‑motivated, proactive, go beyond the call of duty, have a keen eye for detail, be result‑oriented and able to stay calm under pressure and uncertainty;
People Skills: Proven track record of being a strong team player with a positive experience within a customer‑facing environment in the Financial Service sector.
Flexible and Willing to Learn: Must be flexible, as this role will require supporting different areas of our business upon request depending on business needs and a willingness to undergo professional and relevant job‑specific qualifications and compliance with the annual mandatory compliance training regime.
Desirable skills/knowledge/experience
Master’s degree in related field
Preferred work in a similar role / insurance industry
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.
Diversity, Inclusion and Wellbeing
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 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability‑inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email jennifer.long@tcs.com to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
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