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$30 - $50 / hour
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$90,000 - $110,000 / year
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Posted 6 days ago

Senior Real Time Analyst
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Job Description
A day in the life:
- Real-time monitoring
- Own the live performance view across multiple channels and sites.
- Respond to spikes in demand or incidents by reallocating resource and adjusting priorities.
- Identify emerging trends and propose operational changes.
- Coach and support in-house and outsourced Real-Time Analysts.
- Ensure real-time performance is reflected in forecasts and staffing plans, working closely with Planning and Scheduling.
- Planning
- Work with managers and heads of department to prioritise workloads and support service and business targets.
- Highlight upcoming risks and coordinate contingency plans.
- Act as a subject matter expert across customer-facing areas to support stable day-to-day operations.
- Communication & reporting
- Act as the real-time link between operational teams and leadership.
- Lead the real-time response to high-impact incidents.
- Produce daily and weekly performance, risk and opportunity reports.
- Projects
- Lead and support projects that improve tools, reporting, and efficiency across WFM and operations.
- Help design and implement new processes to enhance real-time operations and stakeholder experience.
About you:
- Significant experience in real-time operations, including managing and/or mentoring others.
- Strong technical skills, confident in Excel; experience with VBA, SQL or similar tools is an advantage.
- Able to analyse complex situations, solve problems and propose scalable solutions.
- Comfortable challenging current ways of working and suggesting improvements.
- Highly organised, able to manage multiple priorities and adapt to change.
- Strong stakeholder management and communication skills.
- Experience with automation, AI or predictive analytics is desirable.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
