What are the responsibilities and job description for the Real Time Analyst position at Capital on Tap?
📈Check out the development opportunities in the Real Time Analyst Team.
🏡🏢This is a Hybrid role, the Real Time Analyst team works from our Cardiff City Centre Offices 4 days per week. (Initially 5 days whilst undergoing training)
What You’ll Be Doing
In this role, you will ensure agent schedules align with planned service levels, proactively manage off-phone activities, and track absence and lateness reports for Team Leaders. Additionally, you will support the Management team by monitoring performance, optimizing rota creation, handling real-time adjustments, and driving continuous improvement in operational efficiency.
- Ensuring adherence to agent schedules to ensure we meet planned service levels
- Proactively making sure off-phone activities are scheduled at optimum times for the business.
- Keep track of and update reports for absence and lateness as well as reporting back to Team Leaders.
- Create and monitor rotas in line with forecasts and additional tasks that may arise in real-time.
- Support the Management team in championing the customer
- Monitor events and forecasting deviations, overseeing contingency plans when necessary for the Capacity Planning Manager.
We’re Looking For:
- Experience with dialler managment is a must
- Excellent IT skills, especially in Excel and must be able to write formulas.
- An interest or experience in using Snowflake and writing in SQL.
- You’re highly empathetic, with great analytical, numerical and problem-solving skills
- You thrive in a fast-paced, innovative business environment that rewards excellence and does not tolerate mediocrity.
- Want to build the best customer experience in the UK, help thousands of small businesses, and have a tonne of fun on the way
Diversity & Inclusion
🌈We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
💷 Starting salary £28,000
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices
Check out more of our benefits, values and mission here.
Other Useful Info
🤝Interview Process:
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Final stage: 90 minute experience and team fit interview with the team lead and a few members of the team (In-person)
Salary : $28,000
