Join to apply for the Real Time Analyst role at esure Group

Here at esure Group, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

Job Description

We are recruiting for a Resource Analyst to join our team. The successful individual will be responsible for collating, presenting, and coordinating the delivery of investment time across operational areas to ensure efficient resource use. Supports Resource Planning Leaders by stepping into service management when needed. Acts as the main point of contact for managing call flow, specialist activity, and service level achievement. Monitors queues and service levels in real time throughout the day, ensuring performance and contributing to operational delivery and customer service excellence.

What you’ll do:

• Provide cover for Resource Planning Leaders across Ops and Claims services.
• Schedule, organise and monitor all investment time across resource-planned areas.
• Monitor real-time call flows and queues to maximise service outcomes.
• Track specialist activity and produce exception reports; take real-time action.
• Contact Specialists or Leaders to meet productivity and effectiveness targets.
• Balance skill-based routing across functions, sites and locations.
• Produce and adjust intra-day forecasts with stakeholder updates.
• Report in real-time using Amazon Connect, Verint, Tableau and JIRA.
• Re-optimise near-term schedules to improve service and effectiveness.
• Maintain Skills Matrix and manage changes for call handling efficiency.

What we’d love you to bring:

• Strong communication skills; build relationships with stakeholders at all business levels.
• Advanced negotiation, influencing, judgement, and effective decision-making abilities.
• Excellent planning and workload management; adaptable to changing priorities.
• Strong problem-solving skills with a proactive, analytical approach.
• Good understanding of contact centre processes and operations.
• Solid understanding of operational key objectives and performance measures.
• Skilled in knowledge transfer across teams and departments.
• Working knowledge of WFM, customer suite, workflows, and agent skill profiles.
• Understand short-term planning, schedule management, shrinkage, and effectiveness.
• Basic knowledge of employee lifecycle, holiday seasonality, demand and supply trends.

What’s in it for you?

• Competitive salary that reflects your skills, experience and potential.
• Discretionary bonus scheme that recognises your hard work and contributions to esure’s success.
• 25 days annual leave, plus 8 flexible days and the ability to buy and sell further holiday.
• Our flexible benefits platform is loaded with perks to choose from, supporting your health, wellbeing, lifestyle, and finances.
• Company funded private medical insurance for qualifying colleagues.
• Discounts on our insurance products—50% off for yourself and spouse/partner, 10% off for family members.
• Career development through training, mentoring, academies, and career conversations.
• Volunteer days to support local communities.
• Access to internal networks and communities.
• Flexible working options and hybrid approach.

We are committed to an inclusive, diverse workplace where everyone feels valued and respected. We believe diverse perspectives drive innovation and better serve our community and customers.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• Accounting

Referrals increase your chances of interviewing at esure Group by 2x

Sign in to set job alerts for “Workforce Management Analyst” roles.