Real Time Analyst

Real‑Time Analysis

•  Continuously monitor case volumes in queue against forecast across the Sales Support line of business, identifying and reporting variances as they arise.

•  Monitor case aging and workload traffic on a real‑time basis to maintain required handling and staffing levels, ensuring campaign SLAs and case deadlines are consistently achieved.

•  Track Average Handle Time (AHT) for every case in the queue, flagging cases that fall outside expected handling thresholds and escalating where required.

•  Serve as the primary point of contact for Team Leaders regarding the implementation of schedule adherence protocols, providing guidance and resolving related matters as they arise.

•  Take proactive measures to mitigate the operational impact of unexpected variations from forecast, prioritising cases at risk of breaching deadlines or SLA commitments to protect client revenue.

•  Track and report system outages, escalations, and technical failures to the appropriate personnel in a timely and accurate manner.

Case Allocation

•  Allocate cases to Sales Support Admin Assistants based on urgency and deadlines communicated by Sales, ensuring the highest‑priority and most time‑sensitive cases are actioned first.

•  Balance each Sales Support Admin Assistant's daily workload with a mixture of complex and easy cases, ensuring fair and sustainable case distribution across the team.

•  Maintain strong working knowledge of every Sales Support task type, including its relative complexity and handling requirements, to allocate cases accurately and support Team Leaders and Admin Assistants where guidance is needed.

Scheduling

•  Conduct regular health checks of intraday schedules and perform re‑optimisations in response to planned exceptions, in coordination with the Intraday Planner.

•  Update schedules to reflect approved exceptions in accordance with established adherence protocols.

Reporting

•  Track and report on daily performance impacts, including schedule adherence, case AHT trends, deadline compliance, and other relevant consultant activities.

•  Track and report system outages, escalations, and technical failures to the appropriate stakeholders.

•  Provide visibility to Workforce Management and account leadership on any case‑queue, AHT, or SLA variance that could affect revenue outcomes for the client.

Continuous Improvement

•  Identify opportunities to enhance case‑handling performance, AHT efficiency, and SLA reliability through the analysis of data and the evaluation of emerging trends and their operational impact.

People and Communication

•  Build and maintain effective working relationships with key stakeholders across the operations team, including onshore account contacts for the TV network client.

•  Conduct effective meetings to communicate important updates and action items, ensuring alignment toward shared organisational and client revenue goals.

•  Proactively liaise with, and follow up on behalf of, operations to support the execution of planned and real‑time activities.

Candidates for this role are expected to demonstrate the following qualities, or to actively aspire toward them:

•  A positive, solutions‑oriented approach to work

•  Strong verbal and written communication skills

•  Creativity and sound problem‑solving ability

•  Effective time management and the ability to prioritise competing demands across a high‑volume case queue

•  The ability to engage confidently with Team Leaders and Management, offering well‑reasoned recommendations

•  The confidence to constructively challenge existing practices and articulate clear, actionable solutions

•  A revenue‑conscious mindset, understanding how queue, AHT, and SLA performance affect client outcomes

Join the A-Team and experience the A-Life!