Diligenta Careers Internal

About This Role

Summary of the role:
We’re looking for a proactive Real Time Queue Management (RTQM) Analyst to ensure seamless intraday queue management, reporting, and real-time insights across our operations. In this key role, you’ll help maintain service levels by managing staffing adjustments, short-term forecasting, and optimizing resource allocation to deliver the best customer experience.

What you’ll be doing:

Monitor operations in real time, providing performance insights and direction to meet service level targets.
Manage agent activity (on-call and off-call) to optimize staffing and reduce customer wait times.
Deliver intraday reports and performance updates to support operations.
Respond to service level changes by adjusting staffing or rebalancing call volumes.
Analyse performance data to identify trends and opportunities for improvement.
Collaborate with internal teams to solve staffing and performance challenges.
Ensure compliance with real-time processes and maintain operational efficiency.

What we’re looking for:

2–3 years’ experience as a Real Time or Workforce Management Analyst.
Strong command of Verint, NICE, Active OPS, or Cisco workforce management tools.
Advanced Excel skills with sound analytical and statistical ability.
Solid understanding of contact centre operations, metrics, and performance drivers.
Excellent communication and problem-solving skills with a proactive, adaptable mindset.
Proven ability to manage change and deliver accurate, timely outputs in a fast-paced environment.

The hiring manager to contact is: Emily Rintoul Email: emily.rintoul@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Real Time Analyst

About This Role

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