Time Resource Analyst​/Call Traffic Manager

Role Description As a Real Time Resource Analyst, you will play a key role in supporting the day-to-day performance of a busy customer contact centre operation, ensuring customer demand, resource deployment and service delivery remain aligned. You'll work closely with Operations Managers, Workforce Planning and Operational Leadership teams, using real-time insight to influence decisions, improve customer outcomes and strengthen operational resilience.

Available locations:
Leeds and Bournemouth. Final location can be discussed during the interview process.

Salary Information Pay:
Circa 30,000 per year.

Pay is based on experience, skills and location and forms part of our total rewards package.

About You You will monitor real-time contact centre performance, resource availability and customer demand across multiple channels, providing insight and support to Operations Managers. You will identify service risks, forecast variances and capacity pressures, recommending actions to protect service levels, productivity and customer outcomes. You will coordinate operational responses with Team Leaders and operational stakeholders to manage demand fluctuations and maintain performance.

You will support customer interaction strategies, including routing, queue management, IVR messaging and customer communications within agreed governance controls. You will use operational and contact data to identify trends, improve customer journeys and drive operational efficiencies. You will support incident management, resilience planning and continuous improvement activities, working with Technology, Workforce Planning and Operational Leadership teams.

Essential Skills Strong understanding of contact centre operations, service levels and customer demand management. Ability to analyse operational performance data, identify trends and make informed recommendations. Good knowledge of workforce management principles, telephony, routing and operational reporting processes. Strong communication and stakeholder management skills, with the ability to provide clear and timely operational updates. Ability to prioritise multiple activities and make sound decisions in a fast-paced operational environment.

Experience supporting operational performance, service recovery or business continuity activities.

Desirable Skills Experience working within a multi-channel contact centre or customer operations environment. Knowledge of routing configuration, queue management, IVR technologies or workforce management tools. Experience supporting operational change, continuous improvement or customer journey optimisation initiatives. Responsible Artificial Intelligence usage.

What We Will Offer You Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

Flexible buy/sell holiday options

Hybrid working

Annual performance related bonus

Contributory pension scheme

Development daysA discount up to 50% on a range of insurance products including car, home and pet Retail discounts

Volunteering days

Our Ways of Working Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal…