Real-time Analyst

4 weeks ago

Dublin, Ireland Cpl Healthcare Full time

The Real-time Analyst (RTA) is responsible for real-time and/or intraday management of resources to ensure the correct number of representatives area available at the right times to meet customer demand within established SLAs.

The ideal candidate has previous experience in a fast-paced, high-pressure role in a constantly changing business environment. They will be client orientated, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.

Duties and Responsibilities

- In conjunction with the WFM Analysts, they are responsible for the administration of the automatic work delivery of teams, attributes, skillsets, and workload.

- Adoption and communication of global intraday and scheduling guidelines to stakeholders.

- Flagging and managing changes in the team’s workload capacity according to resourcing time off and shrinkage.

- Maintaining and updating time off trackers, schedule forecasting for weekends and public holidays in line with Market needs.

- Work in conjunction with Operations to ensure delivery and work on an action plan for delivery where there are concerns.

- Informing content analysts of Weekend instructions based on roster plan.

- Collaboration with counterparts for full coverage of service delivery expectations.

- Regular syncs with Team Leaders to review Queue performance and formulate action plans for improvements and maintenance.

- Enforce real time adherence in all Work Types and Markets within the scope of operation.

- Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events.

- Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions.

Essential Competencies

The suitable candidate must have a passion for delivering, and formidable experience and working knowledge of:

- Excel knowledge.

- Ability to efficiently work to specified project delivery deadlines.

- Excellent Communication & interpersonal skills (Inc. giving feedback)

- Excellent attention to detail.

- Must be a good team player.

- Flexible and innovative.

- Excellent English level (spoken & written)

- Excellent Time management skills.

- Work well under pressure in a dynamic and fast paced environment.

Candidate Experience

- Proficiency in Office Suite, and advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, table arrays, macros)

- 1+ years of tenure in WFM intraday and scheduling positions.

- Proven experience in operating and directly handling a scope of more than 500 FTEs.

- Proven experience in scheduling distribution/bidding of more than 1000 FTEs.

- Knowledge in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)

- Knowledge of WFM tools (Aspect, Verint, GENESYS, NICE)

Salary: €34,000 per annum (inclusive of shift allowance)

Location: Nova Atria, Blackthorn Road, Sandyford Business Park, Dublin 18

Hours: 40 hours per week Monday to Sunday (including Bank Holidays). Some weekend work is also required.

Contract Type: Permanent

Benefits: Health Care & Extensive Training & Development. Free access to Covalen Group Scheme website, 24-hour Employee Assistance Programme (EAP), Wellness Programme, Tax Saver Scheme, Bike to Work Scheme.

#J-18808-Ljbffr

  • Real-time Analyst

    3 weeks ago

    Dublin Pike, Ireland Cpl Solutions Ltd Full time

    Application Details In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit. Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy. Job Description The Real-time Analyst (RTA) is responsible for real-time and/or intraday...

  • Equity Research Analyst

    3 days ago

    Dublin, Ireland CFA Institute Full time

    Overview As an Analyst on Susquehanna's Research team, you will partner with our senior analysts and traders to identify investment opportunities in the equity or options market. Research analysts provide real-time opinions on breaking news and in-depth analysis of future volatility events. You will be responsible for finding opportunities that other market...

  • Data Analyst

    1 week ago

    Dublin, Ireland Principle HR Full time

    Data Analyst - Automation in financial reporting Global SaaS Firm | 11-Month Contract | Hybrid (Dublin City Centre) Salary Range: €80,000 - €87,000 per year. Are you a data-driven problem solver who thrives on turning complex information into actionable insight? This global technology company is seeking a Data Analyst to join its finance analytics...

  • Apply in 3 Minutes: Equity Research Analyst

    4 weeks ago

    Dublin, Ireland Susquehanna International Group, LLP Full time

    Overview As an Analyst on Susquehanna’s Research team, you will partner with our senior analysts and traders to identify investment opportunities in the equity or options market. Research analysts provide real-time opinions on breaking news and in-depth analysis of future volatility events. You will be responsible for finding opportunities that other...

  • Trading Operations Analyst Graduate: 2026

    4 weeks ago

    Dublin, Ireland Susquehanna International Group, LLP Full time

    Overview Our 2026 Trading Operations Analyst Programme (OA) is a 6-month rotational programme for soon to be and recent graduates. This programme provides a blend of education, skill building, and exposure to Susquehanna and the financial services industry. It will prepare you for a full-time position that immediately impacts Susquehanna’s business....

  • Social Media Content Analyst

    3 days ago

    Dublin, Ireland Cpl Full time

    SOCIAL MEDIA CONTENT ANALYST - SLOVENIANAre you a Slovenian speaker with a passion for social media? Ready to make a real impact online?We’re looking for a Social Media Content Analyst to help shape a safer and more positive digital space. This is your chance to use your skills to contribute to a meaningful cause while working with a team that values your...

  • Social Media Content Analyst

    3 days ago

    Dublin, Ireland Cpl Full time

    SOCIAL MEDIA CONTENT ANALYST - LITHUANIAN SPEAKERAre you a Lithuanian speaker with a passion for social media? Ready to make a real impact online?We’re looking for a Social Media Content Analyst to help shape a safer and more positive digital space. This is your chance to use your skills to contribute to a meaningful cause while working with a team that...

  • Social Media Content Analyst

    3 days ago

    Dublin, Ireland Cpl Full time

    SOCIAL MEDIA CONTENT ANALYST - ALBANIAN SPEAKERAre you an Albanian speaker with a passion for social media? Ready to make a real impact online?We’re looking for a Social Media Content Analyst to help shape a safer and more positive digital space. This is your chance to use your skills to contribute to a meaningful cause while working with a team that...

  • Cyber Security Analyst

    7 days ago

    Dublin, Ireland Fruition Group Full time

    Our client is seeking a Cyber Security Analyst to strengthen their threat detection, monitoring, and incident response capabilities. This role will work within a Security Operations Centre (SOC) environment and help protect critical systems, applications, and data from emerging threats. The ideal candidate will have strong analytical skills, experience with...

  • ▷ (Urgent) Senior Investment Analyst

    3 weeks ago

    Dublin, Ireland FK International Full time

    Job Description Excellent opportunity to join an influential private equity fund. Reporting to the Investment Director, the Senior Investment Analyst will contribute to the ongoing monitoring, analysis and engagement with portfolio companies/investees. Key responsibilities will include: Reviewing and analysing investee reports. Creating and presenting annual...