Real Time Analyst, Peterborough, HybridAlso open to the following location: BasingstokeSummary of the roleA FCA regulated life and pensions service provider are seeking a dedicated professional to join the company, as a Real Time Analyst. They are looking for someone who will be responsible for Queue management, Intraday Reporting and Real-Time Insights; along with short-term forecasting, implementation and utilizing available resources to the best potential.This position is vital for maintaining service levels, customer satisfaction, and making immediate staffing adjustments. Make real-time staffing adjustments to optimize service levels and reduce customer wait time. They are looking for candidates that also come with workforce management tools (such as - Verint, NICE/Genesys, Active OPS or relevant WFM tool).What you''ll be doingActing as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals.Maintaining Healthy (best in class industry standards) Utilization, Occupancy, Adherence and Intraday SLA Levels.Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.Managing On phone and off phone activity.Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes.Providing Periodic reports - real time and historical containing performance data t