Real Time Analyst - 9 Months Maternity Cover

About the role

As a Real Time Analyst at Kindred Group, you will be responsible for driving operational excellence within the customer service team. Your role will involve making real-time decisions to protect service levels and enhance customer experience across multiple contact channels. You will monitor queue activity and produce performance reports to inform staffing efficiency.

You will collaborate closely with Team Managers and Operations Leads to balance staffing needs with customer demand, ensuring smooth operations. The position requires a proactive approach to problem-solving and a commitment to maintaining high levels of integrity and discretion when handling sensitive information.

Skills that matter here

• analytical mindset: This role requires a strong analytical mindset to identify patterns in data and translate insights into actionable recommendations.
• communication skills: Excellent communication skills are crucial for facilitating real-time conversations with stakeholders and ensuring alignment across teams.
• familiarity with workforce management tools: Experience with tools like Peopleware is beneficial for managing scheduling and operational planning.

Who this role suits

• A candidate who thrives on data-driven decision-making and has experience in a contact center environment.
• Someone who can manage multiple priorities and systems without losing focus.
• An individual with strong interpersonal skills who can build relationships with various stakeholders.
• A proactive problem-solver who seeks continuous improvement in operational processes.

From the employer

What You'll Do

• Drive Operational Excellence
• Own intraday service level performance across multiple contact channels, proactively identifying risks and acting decisively to protect customer experience.
• Make business-critical decisions in real time, balancing speed with sound judgement to protect service levels and minimise customer impact when situations evolve quickly.
• Monitor queue activity across multiple platforms simultaneously, ensuring no channel is left unattended.
• Produce and analyse performance reports, translating data into clear recommendations that improve staffing efficiency and productivity.
• Complete root-cause analysis on forecast variances and champion improvements that sharpen accuracy over time.
• Manage the overtime budget responsibly, deploying resources only where there is a clear and justified business need.
• Take Ownership
• Serve as the focal point for all real-time decision-making within Customer Service, owning outcomes for daily and short-term planning.
• Record attendance and schedule adherence accurately in Peopleware, ensuring data integrity across the full operations team.
• Handle Jira requests throughout your shift, triaging and prioritising with good judgement and a sense of urgency.
• Process schedule modification requests — including meetings, training sessions, and any other ad-hoc requests with accuracy and care.
• Handle the late-shift taxi bookings.
• Manage the sickness line, follow up on absent agents, and provide timely absenteeism reporting to support operational planning.
• Handle confidential information with discretion, maintaining trust within the team at all times.
• Show Up for Your Team
• Be a key voice in meetings, bringing insight and contributing to shared goals.
• Facilitate real-time conversations with stakeholders across operations, creating alignment quickly when situations change.
• Work closely with Team Managers and Operations Leads to balance staffing needs against customer demand, always finding solutions together.
• Proactively promote off-phone activity during demand dips, creating space for development without sacrificing service.
• Handle agent requests fairly and empathetically including delivering difficult decisions with respect and transparency.
• Maintain open, continuous communication with operations teams so that staffing adjustments are coordinated smoothly and collaboratively.

About You

• Experience in a Workforce Management or Real Time Analyst role, ideally within a contact centre environment.
• A strong analytical mindset. You're comfortable working with data, identifying patterns, and turning insight into action.
• The ability to juggle multiple systems, queues, and priorities simultaneously without losing focus.
• Excellent communication skills, with the confidence to facilitate real-time conversations with stakeholders at all levels.
• A collaborative approach — you build strong relationships with Team Managers, Operations Leads, and agents alike.
• High levels of integrity and discretion when handling sensitive or confidential information.
• A proactive, solution-first attitude — you look for ways to improve, not just maintain.

It would be great if you also have:

• Familiarity with workforce management tools such as Peopleware or similar platforms.
• Experience working with Jira or other ticketing/request management systems.
• An understanding of forecasting methodologies and contact centre metrics (SLA, ASA, AHT, adherence).

What the Company Offers

• This is a maternity cover role for 9 months.
• The role requires working on a shift basis, 40 hours per week, including weekends.
• For our Gibraltar office, working from home for Spanish residents is 1 day/week; for Gibraltar residents is 2 days/week.