Real Time Analyst - Newcastle

Location: Newcastle - Hybrid, 3 days in office

Hours: 36.25 a week, 7.25 a day - shifts Mon-Fri 8am-7pm & Rotational Saturday 9am-5pm

Salary: Up to £27,500 DOE

Contract: Permanent

This is the job

As our Real Time Analyst, you will support with the continuous improvement of our real time service and resource delivery across Customer Operations. One of the key requirements of this role is to optimise resource on the day which includes hours management and to manage actual resource to actual demand in the most cost-effective manner to deliver agreed levels of customer service.

What will I be doing?

To succeed in this role, you will need to provide consistent communication between the Real Time Team, Operational Team Managers and Performance Leaders, so that any service issues are highlighted, recommendations are made, and targets are achieved through sensible negotiation and prioritization across the Operation.

• Manage the delivery and allocation of skilled resource across the Contact Centres, to ensure that area service targets are achieved in the most cost-effective way, while delivering an exceptional Customer Experience
• Manage on the day and short-term offline requests, while still achieving Service Level targets
• To complete measurement and analysis of key data to ensure that trends are understood and proactively highlighted so as to aid decision making and drive positive change to enhance service delivery
• Accountable for the accuracy of information within WFM system, ensuring all data is kept up to date, conducting relevant internal audits as appropriate.
• Enhance and further optimize the use of technology (Teleopti / CUIC etc.) to ensure best in class service performance.
• Effectively communicate information and data to all interested parties across the business
• Work closely with the Forecasting and Scheduling teams to fulfil responsibilities in the overall Planning and review processes.

What do I need?

Capability, Knowledge and Experience:

• Experience of working in a real time delivery in a multisite multi-channel environment (Desirable)
• Real time service delivery in a team working in across multiple locations
• Knowledge of complexity of scheduling & intraday management in a multi skill, multi-channel, prioritised environment. (Desirable)
• Managing resource to optimise centre capacity by taking decisions is a high pressure environment to support service levels
• Understanding of interdependencies between different contact channels and the key drivers of a multi-channel contact centre (Desirable)
• Knowledge of Contact Centre WFM, workflow and telephony technologies
• Knowledge of Calabrio

Personal Characteristics

• Strong interpersonal skills, with the ability to work collaboratively and build relationship across reporting boundaries.
• Ability to work within a team and manage / prioritise workload effectively, managing expectations with key stakeholders
• Proactive and results orientated
• Ability to manage own time productively.
• As a valued member of our team, you'll have access to a range of fully supported development programmes, designed to help you progress in your career with us.

Additional information

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

Ready to apply? If not, that's ok - let's discuss and have a chat to see whether the role may be right for you. Please reach out to with any questions you may have about the role!