Real-Time Analyst - Contact Centre

Job Overview

This permanent role is based onsite in Letterkenny, County Donegal, requiring working hours from 8 AM to 6 PM. The company is focused on transformative technology solutions and supporting global and UK clients, emphasizing meaningful impact through innovation and leadership.

Key Responsibilities

• Monitor customer queues and intraday performance to maintain service levels and ensure excellent customer journey experiences.
• Use workforce management tools such as Verint, NICE/Genesys, or similar to optimize staffing and respond to real-time demand fluctuations.
• Collaborate across multiple accounts within a pan-account MI, Planning, and Insights function to implement consistent standards, processes, and governance frameworks.
• Conduct real-time queue management, intraday reporting, and short-term forecasting for effective resource utilization.
• Provide regular real-time and historical reports to support operations management in customer service contact centres.
• Analyze workforce utilization and support strategic direction for contact centre management.
• Foster strong partnerships with internal stakeholders to anticipate needs and deliver appropriate solutions on time.

Candidate Profile

Essential Qualifications & Experience

• Leaving Certificate or equivalent educational qualification.
• 2 to 3 years of relevant work experience.
• Proficient in workforce management tools such as Verint, NICE, Active OPS, CISCO, with expertise in scheduling.
• Familiarity with statistics, SQL, and Erlang C calculations.
• Excellent communication skills, with a professional telephone manner and ability to execute duties clearly and concisely.
• Strong interpersonal skills with a helpful, proactive, service-oriented attitude and ability to work under pressure, maintain confidentiality, and meet deadlines.
• Ability to stay calm in stressful and uncertain situations.
• Demonstrated team player with positive experience in customer-facing roles within the financial services sector.
• Flexibility to support different business areas as needed and willingness to complete job-specific and compliance training.

Desirable Skills & Experience

• A Master’s degree in a related field.
• Previous experience in a similar role or insurance industry is preferred.

Additional Information

• The employer is committed to diversity, inclusion, and accessibility, encouraging applications from disabled candidates and those requiring accommodations during the recruitment process.
• Candidates with disabilities who meet minimum role criteria are guaranteed interviews.
• Applicants should be vigilant against fraudulent recruitment activity; the employer does not request payments or deposits at any stage and never uses free email services to send offers.
• Due to high application volumes, only candidates shortlisted within 30 days will be contacted.

Reward & Benefits

The company offers competitive salary packages including pension, health care, life assurance, laptop provision, and extensive training opportunities. There are also health and wellness initiatives, sports events sponsorship, and community partnerships in Ireland.