Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Real Time Analyst monitors contact-centre performance throughout the day, tracking workloads, staffing levels, service levels and schedule adherence. The role typically requires experience in workforce management, real-time monitoring or contact-centre operations, together with strong Excel and reporting skills. Familiarity with workforce-management systems, forecasting data and key performance indicators is valuable. Candidates should be analytical, organised and comfortable making quick operational decisions. Clear communication is essential, as the analyst works with team leaders and operational managers to adjust staffing, manage intraday changes and highlight risks. The successful candidate is expected to remain calm under pressure, provide accurate updates and support consistent guest-service performance across MSC Cruises' UK operations.

About MSC Cruises

MSC Cruises is a major international cruise company and part of MSC Group, a privately owned organisation with roots in shipping and logistics. Headquartered in Geneva, the cruise line operates a large fleet serving destinations across Europe, the Caribbean, North America, South America, the Middle East and other regions. Its ships offer accommodation, restaurants, entertainment, family activities, excursions and onboard services for millions of guests. The UK business supports cruise sales, reservations, customer care, marketing and operational activities for British and international travellers. MSC Cruises promotes a multicultural working environment and employs people across shoreside offices and ships. A role such as Real Time Analyst contributes behind the scenes by helping customer-contact teams manage demand effectively, maintain service standards and provide a smooth experience for guests before and during their cruise.