Real Time Analyst (Customer Service Operations)

TL;DR

Real Time Analyst (Customer Service Operations): Improving and optimising real-time customer service operations with an accent on planning, management, and automation. Focus on analysing intraday data, identifying systemic inefficiencies, and implementing scalable, automated solutions.

Location: Full-time on-site in Edinburgh, United Kingdom. hirify.globalrs generally operate a hybrid model with a minimum of 60% in-office over a 12-week period, and a 28-day Work from Abroad policy.

Salary: £26,000–£32,000

Company

hirify.global is Europe’s number 1 downloaded rail app, a FTSE 250 company enabling millions to find and book travel tickets across 270+ rail and coach companies in over 40 countries.

What you will do

• Own real-time operational performance, overseeing queues, agent adherence, and service levels.
• Lead intraday decision-making to improve outcomes and reduce repeat issues.
• Analyse real-time and intraday data to identify trends, bottlenecks, and systemic inefficiencies.
• Drive and deliver improvements to real-time processes, controls, and decision frameworks.
• Partner with Team Managers to improve shared understanding of real-time priorities and trade-offs.
• Deliver concise, insight-led performance updates to senior stakeholders and lead operational forums.

Requirements

• Significant experience in contact centre real-time oversight.
• Strong analytical skills with the ability to interpret data and turn insight into action.
• Confidence making decisions under pressure while balancing customer experience with efficiency.
• Excellent communication and stakeholder management skills.
• Proactive, improvement-oriented mindset focused on making things work better over time.

Nice to have

• Experience with cloud-based telephony / CRM platforms and Calabrio.
• Experience working with Tableau or similar reporting tools.
• Background in scheduling, shrinkage, or broader workforce planning.
• Experience driving process improvements within real-time or operational environments.

Culture & Benefits

• Opportunity to shape and improve real-time operations in a complex, high-volume environment with genuine influence on customer experience.
• Private healthcare & dental insurance, a generous work from abroad policy (28 days).
• 2-for-1 share purchase plans and an EV Scheme to reduce carbon emissions.
• Extra festive time off and excellent family-friendly benefits.
• Prioritised career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days.