Real Time Resource Analyst / Call Traffic Manager

Overview

In Allianz UK, as a Real Time Resource Analyst you monitor real-time contact centre performance to align customer demand with available resources. You collaborate with Operations Managers, Workforce Planning and leadership to influence decisions that protect service levels and resilience. You identify service risks, forecast variances and coordinate responses to demand fluctuations. You support routing, queue management, IVR messaging and customer communications within governance. You leverage data to spot trends, drive operational efficiency, and contribute to incident management and continuous improvement.

Pay / Benefits

• flexible benefits selection
• hybrid working
• annual performance related bonus
• contributory pension scheme
• development days
• employee discounts and perks

Responsibilities

• Monitor real-time contact centre performance across multiple channels to support Operations Managers
• Identify service risks, forecast variances and capacity pressures, and recommend actions
• Coordinate operational responses with Team Leaders and stakeholders to manage demand fluctuations
• Support customer interaction strategies including routing, queue management, IVR messaging and communications within governance
• Use operational and contact data to identify trends, improve journeys and drive efficiency
• Support incident management, resilience planning and continuous improvement activities with Technology, Workforce Planning and Leadership teams

Key requirements

• Strong understanding of contact centre operations, service levels and demand management
• Ability to analyse operational performance data, identify trends and make informed recommendations
• Knowledge of workforce management principles, telephony, routing and reporting processes
• Strong communication and stakeholder management skills with ability to provide clear updates
• Ability to prioritise multiple activities and make decisions in a fast-paced environment
• Experience supporting operational performance, service recovery or business continuity activities

• communication
• stakeholder management
• prioritisation
• routing configuration
• queue management
• IVR technologies

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