Time Analyst

Position: Real Time Analyst

Real Time Analyst

The White Company

Northampton, United Kingdom — Hybrid work available.

Position Overview

The Real Time Analyst (RTA) plays a key role within the wider contact centre team by monitoring inbound volumes, managing real‑time staffing, and maintaining schedule adherence to ensure service levels are consistently achieved. Working in partnership with operations and resource planning internally and our outsource partner, the RTA ensures effective intraday performance management and supports the smooth delivery of our customer experience.

What

You’ll Be Doing

• Monitor inbound contact volumes, agent availability, and real‑time performance across all channels.
• Manage agent schedules in real time, ensuring adherence to planned activities and reacting promptly to deviations.
• Track and analyse key drivers of performance such as agent code usage, shrinkage, AHT, and interval‑level service levels.
• Identify trends or anomalies in contact patterns and elevate unexpected changes to the Resource Planning Manager and operational leaders.

Performance Support & Stakeholder Communication

• Support the delivery and coordination of core agent support activities (QA sessions, 1:1s, coaching), ensuring alignment with service level requirements.
• Communicate real‑time updates, risks, and recommended actions clearly to managers across all sites.
• Build and maintain strong working relationships with key stakeholders, promoting collaboration and operational alignment.

Reporting & Continuous Improvement

• Produce accurate and timely intraday performance reports for stakeholders.
• Provide insights and recommendations to optimise contact centre efficiency and service levels.
• Support the wider Resource Planning team with tasks and projects as required.

Essential Skills & Experience

• Experience in customer service or a contact centre environment.
• Working knowledge of workforce management tools (Verint, Calabrio, NICE).
• Strong analytical skills, high attention to detail, and ability to interpret operational data.
• Experience in leading and presenting regular service or performance updates to stakeholders and leadership teams.
• Confident decision‑maker able to work under pressure and respond quickly to emerging issues.
• Proficient PC skills, including Microsoft Office and advanced Excel (VLOOKUP, INDEX/MATCH, IF statements, Pivot Tables).
• Excellent verbal and written communication skills.
• Self‑motivated, proactive, and capable of making autonomous decisions.
• Creative problem‑solver with the ability to think outside the box.
• Strong organisation and time‑management skills.
• Ability to work under pressure in a fast‑paced environment.

Desirable

• Experience with in the retail industry.
• Exposure to broader workforce planning functions such as forecasting or scheduling.
• Experience using Power BI.

What We’ll Offer You

• Up to 50% discount on the White Company range (dependent on contract type).
• 23 days holiday, increasing to 25 days with length of service.
• Holiday buy‑back option for up to an additional 5 days.
• Potential bonus as part of a discretionary bonus scheme (dependent on contract type).
• Access to Perkplace Benefits Platform and Wagestream Money Management app.
• Structured support from our internal Learning and Development Hub.
• Pension scheme.
• Life assurance.

Additional Benefits

• Daily fruit basket.
• Tea and coffee provided.
• Option to work from home on Mondays and Fridays.
• Social events, including Christmas parties and seasonal sample sales.
• Volunteer day with a charity of your choice.

Equality, Diversity and Inclusion Statement

The White Company is committed to an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities. We work together to ensure our environment is one where people can bring their authentic selves to work, where their contributions are valued and respected. We are committed to an active Equality, Diversity and Inclusion policy and begin with our recruitment and selection process.

Seniority

level

• Entry level

Employment type

• Contract

Job function

• Project Management and Information Technology

Industries

• Professional Training and Coaching

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