Real Time Analyst - UK Financial Collections (Centris, QC)
Summary
Real-time analyst monitors UK banking contact-center metrics, adjusts staffing in real time, and forecasts call volumes to meet service-level goals using Excel and workforce-management tools.
Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time
START DATE: AUGUST 14, 2026
Qualifications:
- Bachelor’s degree
- 1 to 2 years work experience in workforce management in a contact center environment
- 2 to 4 years overall experience
- Banking industry experience is highly preferred
- Exposure to UK/US/AU Banking industry is an advantage
- Good analytical skills
- Excellent in MS Excel & number crunching
- Experience with Workforce Management software (scheduling, performance tracking, reporting)
Responsibilities:
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
- Generates and evaluates staffing schedules