Real-Time Analyst - Contact Centre

Overview

This permanent onsite role is based in Letterkenny, County Donegal, Ireland. Working hours are from 8:00 AM to 6:00 PM. The position sits within a central MI, Planning, and Insights function that supports multiple accounts and helps set consistent performance standards across the business.

The role is focused on protecting customer journeys in a contact centre environment by monitoring queues, tracking intraday performance, and making quick operational adjustments when demand changes. It also involves strengthening reporting, forecasting, and workforce management practices so service levels remain steady and customer experience stays strong.

Key Responsibilities

• Monitor operations in real time and guide the team with clear direction, updates, and service-level targets.
• Maintain strong standards for utilisation, occupancy, adherence, and intraday SLA performance.
• Work with line managers and senior managers to decide how off-phone time should be allocated, using shrinkage and performance analysis.
• Manage both on-phone and off-phone activity to support operational efficiency.
• Respond quickly to service-level fluctuations by reallocating staff or shifting call volumes as needed.
• Prepare periodic real-time and historical reports with performance data for contact centre management.
• Support the operations manager with workforce management analysis using real-time, historical, and forward-looking data.
• Build effective internal relationships and provide practical solutions to user needs.
• Complete assigned deliverables accurately and within deadlines.
• Contribute to the creation and rollout of company-wide and client-wide standards, processes, and governance across accounts.

Candidate Profile

The ideal person will bring 2 to 3 years of relevant experience, strong communication skills, and the confidence to handle telephone-based communication professionally. You should be comfortable working under pressure, meeting tight deadlines, and staying composed in uncertain situations.

This role calls for someone who is detail-oriented, proactive, self-driven, and able to work well in a team environment while handling confidential information discreetly. A strong customer-service mindset is important, along with proven experience in a customer-facing financial services environment. Flexibility is also essential, as support may be required across different business areas depending on operational needs, along with a willingness to complete role-specific learning and mandatory compliance training.

Skills and Experience

• Experience with workforce management and scheduling tools such as Verint, NICE, Active, OPS, and Cisco.
• Working knowledge of workflow coordination.
• Understanding of basic statistics.
• Ability to work with SQL.
• Exposure to Erlang C concepts.
• Strong interpersonal and communication abilities.
• Ability to analyse data and make operational decisions quickly.
• Confidence in a customer-facing contact centre setting.
• Good organisational skills and attention to detail.

Education

Leaving Certificate or an equivalent qualification is required. A master’s degree in a related field is preferred.

Experience

You should have 2 to 3 years of relevant work experience. Previous experience in a similar role or within the insurance industry is considered an advantage.

Rewards and Benefits

The employer offers a competitive salary package along with pension, healthcare, life assurance, a laptop, access to extensive training resources, and discounts within the wider Tata network. Additional wellbeing initiatives and sports events are also available.

Equality, Accessibility, and Recruitment Notes

The organisation is committed to accessibility and equal opportunity in line with applicable Irish equality legislation. Candidates with disabilities or long-term conditions who meet the minimum criteria are offered an interview, and they may opt in by emailing UKI.recruitment@tcs.com. Requests for application or interview adjustments can also be sent to UKI.recruitment@tcs.com with the subject line “Adjustment Request,” or to jennifer.long@tcs.com.

If you need support completing the application or require a different format of the document, contact UKI.recruitment@tcs.com with the subject line “Application Support Request.” The company also warns applicants to be cautious of fraudulent recruitment activity, as it does not request payments or security deposits and does not send offers from free email services. Fraud can be reported to UKI.recruitment@tcs.com.

Due to the volume of applications, individual status updates may not be provided. If no direct response is received within 30 days, the application should be treated as unsuccessful.

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Additional Information

This role supports a purpose-led transformation organisation that works with major brands in the UK and worldwide. The function is designed to improve customer journeys, strengthen governance, and support continuous improvement across current and future accounts.