Real Time Analyst (Contact Centre/WFM)

Location: Woking, United Kingdom; Ashore.

Company

hirify.global is a travel and hospitality brand associated with MSC Cruises.

What you will do

• Monitor real-time contact centre performance across inbound and outbound calls, chat, email, and other channels.
• Track service levels, queue volumes, agent adherence, utilisation, occupancy, availability, average handling time, average speed of answer, and abandonment rates.
• Identify performance deviations and implement intra-day corrective actions, including adjusting skills, breaks, lunches, queues, and channel assignments.
• Manage real-time exceptions such as system outages, unscheduled absenteeism, and sudden call spikes by executing contingency plans.
• Communicate risks, required actions, and operational updates to Supervisors, Team Leaders, Managers, and operational teams.
• Collaborate with WFM Planners and Forecasters by providing feedback on forecast accuracy and schedule effectiveness.

Requirements

• Proven experience in a contact centre environment, preferably in a Workforce Management or similar analytical role.
• Strong understanding of contact centre operations and KPIs, including Service Level, Average Handle Time, Average Speed of Answer, Adherence, and Occupancy.
• Proficiency with WFM software such as Peopleware, NICE IEX, Verint, Aspect, Genesys WFM, or Calabrio.
• Familiarity with ACD/telephony systems and contact centre reporting tools.
• Proficiency in Microsoft Office, particularly Excel for data analysis, reporting, and data manipulation.
• Existing right to live and work in the United Kingdom.
• Excellent analytical, problem-solving, and decision-making skills, including the ability to act decisively under pressure.
• Strong verbal and written communication skills and the ability to build effective relationships across all organisational levels.
• Ability to multitask, prioritise, manage competing demands, work independently, and demonstrate attention to detail, accuracy, proactivity, and urgency.

Culture & Benefits

• Inclusive environment that values diverse perspectives and individual authenticity.
• Wellbeing resources, wellness programmes, and mental health support.
• Continuous learning, regular feedback, and opportunities for career development.
• Global colleague network and a community-oriented work environment.