Senior Real-time Analyst

IG Group

Kraków, Poland
Minimum: 9 000 pln gross ph
3d onsite
Real-time analyst experience
Contact centre operations
Intraday performance control
The Senior Real-Time Analyst plays a critical role in ensuring day-to-day operational performance across customer contact channels, acting as a bridge between Real-Time, Scheduling, and Forecasting functions

Job Summary

  • The Senior Real-Time Analyst plays a critical role in ensuring day-to-day operational performance across customer contact channels, acting as a bridge between Real-Time, Scheduling, and Forecasting functions.
  • Key responsibilities include proactively monitoring real-time performance, executing real-time interventions, managing adherence, acting as a central point of contact during incidents, and owning intra-day recovery plans.
  • The company offers tailored development programs, mentoring opportunities, clear career progression, and encourages applications from people with diverse backgrounds and experiences.

Matching Summary

The Senior Real-Time Analyst plays a critical role in ensuring day-to-day operational performance across customer contact channels, acting as a bridge between Real-Time, Scheduling, and Forecasting functions.

Salary

Minimum: 9 000 PLN gross

Skills & Requirements

Must-have

  • Real-Time Analyst experience
  • Contact centre operations
  • Intraday performance control
  • WFM principles understanding
  • Calm and decisive under pressure
  • Strong analytical skills
  • Excellent communication skills

Nice-to-have

  • Global operations experience
  • WFM tools experience
  • Advanced Excel skills
  • Support change initiatives
  • Operational Ownership
  • Systems Thinking
  • Influence without Authority

Key Requirements

  • Proven Real-Time Analyst experience
  • Hands-on real-time queue management
  • Practical forecasting/scheduling support experience
  • Solid WFM principles understanding

Work Rights

Not specified

Tailored Resume

Cover Letter