Senior Real-Time Analyst

Responsibilities

• Real-Time Operations
• Proactively monitor real-time performance across all channels (voice and non-voice) to ensure SLA, response time, and backlog targets are met.
• Execute real-time interventions including skill changes, queue rebalancing, manual reassignment of work, and intra-day resource movement.
• Manage adherence and conformance in partnership with Team Leaders and Operations.
• Act as the central point of contact during system outages, incidents, or volume spikes, coordinating communications and mitigation actions.
• Own and drive intra-day recovery plans when performance deviates from forecast or schedule.
• Provide clear, timely , and actionable real-time communications to stakeholders.
• Scheduling & Forecasting Support
• Provide backup and contingency support for forecasting and scheduling activities during planned or unplanned absences.
• Support the creation, validation, and refinement of short- and medium-term forecasts using historical data and known drivers.
• Assist with schedule generation, schedule changes, and optimisation activities as required .
• Interpret forecast assumptions and explain variances between forecast, schedule, and actual performance.
• Partner with Forecasting and Scheduling teams to provide real-time feedback that improves future planning accuracy.
• Analysis, Insight & Continuous Improvement
• Analyse intraday, daily, and weekly performance trends to identify risks, root causes, and improvement opportunities.
• Contribute to post-incident reviews and lessons learned following major variances or outages.
• Support the evolution of real-time processes, playbooks, and escalation frameworks.
• Help standardise best practices across regions and support knowledge sharing within the RTA team.
• Stakeholder Collaboration
• Act as a trusted operational partner to Operations, Team Leaders, and WFM colleagues.
• Confidently challenge assumptions and decisions when data indicates risk to service or efficiency.
• Support onboarding, mentoring, and upskilling of junior RTAs.
• Required Skills & Experience
• Essential
• Proven experience in a Real-Time Analyst (RTA) role within a contact centre or similar operational environment.
• Strong hands-on experience with real-time queue management and intraday performance control.
• Practical experience supporting or contributing to forecasting and/or scheduling activities.
• Solid understanding of end-to-end WFM principles (forecasting, scheduling, real-time, and reporting).
• Ability to remain calm, structured, and decisive in high-pressure, fast-moving situations.
• Strong analytical skills with the ability to translate data into clear operational actions.
• Excellent communication skills, both written and verbal.
• Desirable
• Experience working across multiple regions or global operations.
• Exposure to WFM tools such as NICE, Verint, Genesys WFM, UKG, or similar platforms.
• Advanced Excel or reporting skills.
• Experience supporting change initiatives or new operating models.
• Behavioural Competencies
• Operational Ownership: Treats real-time performance as a personal responsibility.
• Systems Thinking: Understands how forecasting, scheduling, and real-time decisions connect.
• Resilience Builder: Actively reduces risk and single points of failure.
• Influence without Authority: Able to guide and challenge stakeholders constructively.
• Continuous Learner: Actively builds capabi

Benefits

Additional Information

Job Title Senior Real-Time Analyst Job Description Minimum Salary for Polish roles (DO NOT REMOVE) Please enter the minimum salary to display to candidates (for the EU Pay Transparency Compliance). So, who are we? (DO NOT CHANGE) Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto. We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers. We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. Role Purpose The Senior Real-Time Analyst (RTA) plays a critical role in ensuring day-to-day operational performance across customer contact channels. This role goes beyond traditional real-time management by acting as a bridge between Real-Time, Scheduling, and Forecasting functions. While remaining hands-on in live operations, the Senior RTA will provide contingency support for forecasting and scheduling activities, reducing single points of failure within the WFM function and strengthening operational resilience. This role is suited to an experienced RTA who understands the why behind plans, not just the what happening in real time.

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