Real Time Performance Specialist at Collinson

Purpose of the job

• The Real-Time Performance Specialist plays a critical role in ensuring the smooth and efficient operation of the contact centre by continuously monitoring live performance metrics across all customer interaction channels. This individual is responsible for maintaining optimal service levels, agent productivity, and grade of service targets through proactive, real-time decision-making.
• Acting as the frontline responder to fluctuations in call volume, staffing availability, and system performance, the specialist swiftly implements tactical adjustments, such as reassigning skills, modifying break schedules, or recommending overtime, to stabilise operations. They serve as a key point of contact for both agents and team leaders during live service hours, offering guidance, support, and escalation when needed.
• In addition to managing immediate operational needs, the Real-Time Performance Specialist contributes to longer-term efficiency by identifying behavioural trends, system bottlenecks, and opportunities for schedule optimisation. Their work ensures that the contact centre remains agile, responsive, and aligned with customer experience goals.

Key Responsibilities

• Monitor real-time call volumes, agent adherence, and queue performance across multiple channels (voice, chat, email).
• Take immediate corrective action to maintain service levels, including skill reallocation, break adjustments, and overtime/early release recommendations.
• Lead and facilitate Operational Intraday meetings to review performance and forecast alignment.
• Escalate significant deviations in performance to Team Managers and Workforce Planning.
• Communicate effectively with Team Leaders and agents regarding adherence, shrinkage, and performance issues.
• Monitor system outages or technical issues and coordinate with IT support to minimise disruption and ensure timely resolution.
• Support schedule optimisation by highlighting trends in agent behaviour, call patterns, and intraday demand fluctuations.
• Maintain accurate real-time logs of interventions, incidents, and escalations for audit and performance review purposes.
• Assist in implementing contingency plans during peak demand, unexpected events, or system failures.
• Collaborate with Workforce Planning and Operations to ensure alignment between forecast and actual performance.
• Provide real-time insights and recommendations to improve operational efficiency and customer experience.
• Ensure compliance with internal policies, data protection standards, and regulatory requirements during live operations.

Knowledge, skills and experience required

• Strong analytical and problem-solving skills with the ability to make quick, effective decisions under pressure.
• Excellent communication and interpersonal skills for engaging with agents, supervisors, and senior stakeholders.
• Proficiency in workforce management systems (e.g., NICE, Verint, IEX, Calabrio, or similar).
• Ability to work under pressure in a fast-paced, dynamic environment with shifting priorities.
• High attention to detail and accuracy in reporting and documentation.
• Flexibility to work shifts, weekends, and public holidays as required.
• Previous experience in a call/contact centre environment (real-time management experience preferred).
• Strong knowledge of key call centre KPIs (e.g., ASA, AHT, SL, Occupancy, Adherence) and operational metrics.
• Experience with multi-channel contact centres (voice, chat, email) in both remote and on-site environments.
• Familiarity with cloud-based contact centre platforms (e.g., AWS Connect, Genesys Cloud).
• Ability to interpret and act on real-time data dashboards and performance analytics.
• Experience in stakeholder management and cross-functional collaboration.
• Understanding of business continuity planning and operational risk mitigation.

The role may also include undertaking additional tasks or responsibilities as required to meet evolving business needs. You are expected to work such hours as may be reasonably required in the proper performance of your duties.

Competency – Level – Description

• Performance Management – High - Sets and delivers on personal and team goals effectively.
• Communication – High - Listens, articulates, and expresses information clearly and effectively.
• Team Working – Intermediate - Collaborates and respects colleagues to achieve collective success.
• Commercial Awareness – High - Understands market dynamics and manages team resources effectively.
• Client Service – Intermediate - Delivers outstanding service to clients and internal stakeholders.
• Innovation & Continuous Improvement – Intermediate - Seeks and implements improvements to processes and performance.
• Results Focused – High - Achieves objectives efficiently through effective time and task management.

Regulatory Responsibilities

• Adhere to relevant regulatory Conduct rules and the Firm’s code of conduct including but not limited to the Financial Conduct Authority and Central Bank of Ireland
• Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role
• Immediately report any known conflicts of interest in line with company policy
• Satisfy on an ongoing basis the company’s fit and proper requirements which as a minimum shall take account of your:
• Honesty, integrity and reputation
• Competence and capability; and
• Financial soundness
• Carry out the role with honesty and integrity in the best interests of the Firm and its customers
• Maintain a Duty of Responsibility for all activities managed within the role