Real-Time Analyst
Location: Bolton or Doncaster
Salary: £30,940.43 + extensive benefits
Hours: Full-time, permanent
We are seeking a proactive Real-Time Analyst to join the operations team at a leading UK energy infrastructure and services business. This is a vital role at the heart of the Contact Hub, ensuring day-to-day service delivery runs smoothly, campaigns are executed effectively, and customer experience remains first-class.
The Role
As Real-Time Analyst, you’ll be responsible for managing live activity across a hub of 40–70 agents. From monitoring call queues and occupancy to adjusting schedules during the day, you’ll make sure the right people are in the right place at the right time. You’ll also take ownership of outbound campaign activity, aligning it with engineer availability and business priorities to keep performance on track.
This is a fast-paced, decision-making role where you’ll balance workforce planning with operational needs, provide accurate intraday reporting, and act as the first point of escalation for real-time issues.
About You
To succeed as Real-Time Analyst, you’ll bring:
Experience in contact centre operations, workforce planning, or intraday coordination
Strong organisational skills and the ability to make quick, informed decisions
Confidence in liaising with multiple stakeholders under pressure
A proactive, problem-solving mindset with attention to detail
Formal qualifications such as WFM, Six Sigma, or Prince2 are desirable but not essential.
Why Join?
This is more than just a job — it’s a chance to be part of a forward-thinking business at the heart of the UK’s clean energy transition. SMS is committed to becoming a net zero business by 2030 and invests in its people with training, development, and clear career pathways.
You’ll also benefit from a comprehensive package including:
Generous holiday allowance
Health and wellbeing support
Hybrid and flexible working opportunities (role dependent)
A supportive and collaborative culture
Apply Now
If you’re ready to make an impact as a Real-Time Analyst, apply now and take the next step in your operations career.
