Real Time Analyst

As a Real Time Analyst at Capital on Tap, you'll be tasked with ensuring agent schedules match our planned service levels, proactively managing off-phone activities, and tracking absenteeism reports for Team Leaders. You’ll also create and optimize rotas, helping to monitor performance and support continuous improvements in our operational efficiency.

To be a successful Real Time Analyst at Capital on Tap, you'll need experience with dialler management and a strong command of IT tools, particularly Excel. Being able to write formulas in Excel is essential, and any experience with Snowflake and SQL would enhance your qualifications for this role.

The Real Time Analyst at Capital on Tap plays a vital role in championing the customer. By ensuring efficient scheduling and performance monitoring, you help create a seamless experience for our customers, ultimately supporting our goal to help small businesses thrive.

At Capital on Tap, we're proud of our dynamic and friendly workplace culture. As a Real Time Analyst, you will work in a hybrid role, spending time in our Cardiff office filled with amenities like a pool table and arcade machines, while also enjoying the flexibility of remote work.

Real Time Analysts at Capital on Tap enjoy a comprehensive benefits package including a starting salary of £28,000+, private healthcare, 28 days of holiday, a cycle-to-work scheme, and enhanced parental leave, among other perks. These benefits reflect our commitment to employee wellbeing and development.

When discussing your experience, focus on specific tools or systems you've used in dialler management. Explain how you have optimized calling activity and adhered to schedules to ensure service levels are met, demonstrating your ability to think critically about operational efficiency.

It's important to emphasize your proactive nature. Discuss how you would analyze activity data to schedule off-phone tasks during less busy times, ensuring maximum productivity. Sharing specific examples of how you've done this in the past can strengthen your response.

It's crucial to illustrate your flexibility and decision-making skills. Mention how you would assess real-time data, communicate with your team, and implement changes swiftly to meet service levels while maintaining a focus on customer experience.

In this role, strong analytical skills are key. Talk about your proficiency in tools like Excel, highlighting specific functions you can perform, and mention any experience with SQL or Snowflake if applicable, emphasizing how these tools can assist in data analysis.

Highlight your ability to assess the importance and urgency of tasks quickly. Describe a method or system you use to stay organized, ensuring that you can effectively manage several responsibilities while focusing on maintaining service levels.

Share your passion for supporting small businesses and enhancing customer experience. Mention how the blend of analytical challenges and the opportunity to make a significant impact motivates you while emphasizing a desire to thrive in a collaborative environment.

Prepare a concise example that showcases your analytical skills. Detail the process you improved, the methods you used to analyze current performance, the changes you implemented, and the measurable impact of your improvements.

Connect your skills and experiences with the specific requirements and culture of Capital on Tap. Speak to your relevant experience, enthusiasm for the fintech industry, and shared values for supporting small businesses, showcasing that you embody the spirit of the company.

Discuss how you would closely monitor performance metrics against service level agreements, utilizing real-time data to make necessary adjustments. Mention the importance of consistent communication with management and the team to ensure standards are consistently met.

Emphasize your strong communication skills and experience working collaboratively both in-person and remotely. Talk about how you would maintain regular updates and encourage a collaborative approach to problem-solving, ensuring everyone feels included and engaged regardless of their work setting.