Real Time Analyst

• Monitor real-time operational indicators (e.g., adherence, SLA, AHT, ASA) to maintain service levels
• Act as first line of response to deviations, saturation, or outages—activating contingency plans when needed
• Communicate proactively with Team Leaders and Managers to flag risks and coordinate immediate actions
• Adjust intraday planning dynamically based on actual traffic and performance trends
• Document incidents and actions taken to support post-operational analysis and continuous improvement
• Ensure compliance with schedules, breaks, and adherence using WFM tools
• Collaborate with scheduling and forecasting teams by providing real-time insights
• Support special campaigns, launches, or operational escalations as part of a cross-functional team

• Experience in a contact center or workforce management environment
• Comfortable working flexible shifts, including weekends and rotating schedules
• Strong communication skills in English
• High attention to detail and accuracy in reporting and real-time monitoring
• Proactive mindset with focus on continuous improvement and operational excellence
• Advanced Excel skills (including formulas and macros)
• Ability to remain calm under pressure and thrive in dynamic environments
• Quick learner with ability to adapt to new systems and evolving processes

Knowledge of Access and VBA

• Attractive remuneration
• discretionary bonus schemes
• generous travel benefits
• extensive health & well-being support
• flexible working environment
• access to TUI Learning Hub
• opportunities to work on global projects and teams
• involvement with local charity and sustainability initiatives