Real-Time Analyst - Contact Centre

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Job Type: Permanent 
Location: Letterkenny, Co. Donegal; Onsite   
Hours of Work: 8AM and 6PM

Careers at TCS: It means more 
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership. 

• Driving Real-Time Customer Journey Excellence - You play a critical role in safeguarding customer journeys by actively monitoring queues, managing intraday performance, and making real-time adjustments to ensure service levels are consistently met. Your actions directly contribute to delivering a seamless customer experience and reinforcing a culture of “Purpose and Pride.” 
• Developing Advanced MI & Workforce Management Skills - Through hands-on involvement in intraday reporting, real-time insights, and short-term forecasting, you will build strong analytical and decision‑making capabilities. Leveraging workforce management tools such as Verint, NICE/Genesys, or similar systems, you will optimise resource allocation and respond dynamically to changing demand. 
• Supporting a Pan‑Account, Insight‑Driven Function - As part of a central MI, Planning, and Insights function, you will collaborate across multiple accounts to ensure consistent performance standards and governance frameworks are embedded. Your contribution to real-time analysis and performance tracking will support continuous improvement and informed decision‑making for customers, clients, and colleagues. 
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The Role
As a Real-Time Analyst, you will deliver excellent customer journeys is core to our client’s strategy and is key to Building “Purpose and Pride”.

Due to continued growth and evolution of our BaNCS platform, a Pan Account, Enterprise MI, Planning and Insights function is essential to support the business going forward as it continues to grow.
This function will become the focal point that safeguards those customer journeys as well as help embed consistent way of assessing performance for our; Customers, Clients, & Colleagues. This new function will support all MI, Planning & insight requirements for all accounts across our client’s, clients old & new.
You will be responsible for the creation and embedding of the overall company standards that will be utilised across all accounts, this will require processes, good governance and client interaction at pan account level to embed; the go forward model.
You will be responsible for the creation and embedding of the overall client standards that will be utilised across all accounts - this will require processes, good governance and client interaction at pan account level to embed; the go forward model.
As a Real-Time Analyst, you will be responsible for Queue management, Intraday Reporting and Real-Time Insights; along with short-term forecasting, implementation and utilizing available resources to the best potential. This position is vital for maintaining service levels, customer satisfaction, and making immediate staffing adjustments.


Your responsibilities:

• Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
• Maintain Healthy (best in class industry standards) Utilization, Occupancy, Adherence & Intraday SLA Levels
• Recommend overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis
• On phone and off phone activity management
• Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes
• Provide Periodic reports – real time and historical containing performance data to support operations management in a customer service contact centre
• Provide analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre (including real-time, historical and future data points)
• Proactively develop partnership relationships with internal users anticipating and providing solutions to user needs
• Complete deliverables accurately and on time

Your Profile
Essential skills/knowledge/experience:

• Education (Qualifications): Leaving Certificate or equivalent
• Knowledge & Experience: Relevant work experience 2-3 years
• Strong Communication Skills: A confident, professional telephone manner and ability to effectively execute on the above duties; displaying clear and concise communication skills;
• WFM tools expert (scheduling) Verint, NICE, Active,OPS, CISCO
• Workflow coordination
• Basic statistics, SQL, Erlang C
• Interpersonal Skills: Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty; and
• People Skills: A proven track record of being a strong team player with a positive experience within a customer-facing environment in the Financial Service sector.
• Flexible and Willing to Learn: Must be flexible, as this role will require supporting different areas of our business upon request depending on business needs and a willingness to undergo professional and relevant job specific qualifications and compliance with the annual mandatory compliance training regime.

Desirable skills/knowledge/experience:

• Master’s degree in related field
• Preferred work in similar role / insurance industry

Rewards & Benefits  
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network. 
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.  

Diversity, Inclusion and Wellbeing  
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).  

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.  

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in. 

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email jennifer.long@tcs.com  to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.  
 
Beware of Fraudulent offers 
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity. 

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion. 

Join us and do more of what matters. Apply online now. 

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