Real Time Analyst/Systems Admin

About the Role

The Real Time Analyst (RTA) is responsible for monitoring and managing operational and telephony support, ensuring tickets and issues are actioned in a timely manner with clear updates, accurate investigation, and appropriate triage. The role also supports the creation and execution of outbound dialler campaigns in Genesys, delivering data-driven insights and reporting on campaign and operational performance.

Key Responsibilities

Data Analysis & Reporting

• Monitor intraday performance metrics, flagging variances against forecasts and SLAs.
• Analyse operational data to identify trends, risks, and improvement opportunities.
• Generate and distribute regular performance dashboards and ad hoc reports for key stakeholders.
• Provide actionable insights and recommendations to improve efficiency, service levels, and campaign effectiveness.

Real-Time and Ticket Management

• Monitor and triage Salesforce and Telephony tickets using playbooks.

• Conduct initial ticket reviews, resolve where possible, or escalate appropriately.

• Ensure timely updates, follow-ups, and communication on ticket status.

• Identify recurring issues and support root-cause analysis and process improvements.

Outbound Dialler Campaigns

• Coordinate with internal teams to set up, schedule, and monitor outbound dialler campaigns.

• Perform troubleshooting, track campaign performance, and provide data-driven insights for optimisation.

Telephony Platform Maintenance

• Maintain and update user profiles, permissions, and onboarding/offboarding tasks.

• Provide Level 1 support for Telephony/Omni Channel issues, escalating when necessary.

• Document system configurations, retrieve logs, and liaise with vendors (Datacom/Salesforce).

• Train users on Genesys/Omni Channel functionality and audit DID numbers and call usage.

Qualifications

• Strong technical skills in Salesforce (ideally Financial Services Cloud) and Telephony (Genesys experience preferred).

• Analytical skills with the ability to handle, interpret, and present data effectively.

• Clear and professional communication skills, both written and verbal.

• Ability to manage priorities independently with a focus on operational excellence and stakeholder experience.