Real Time Analyst

Job Description

This position is open to remote work from Spain and Portugal only

Be the control center of our contact center operations. As a Real Time Analyst at TUI Musement, you’ll ensure service continuity and performance by responding to live demand with precision and speed.

Closing Date: 19.11.25

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Monitor real-time operational indicators (e.g., adherence, SLA, AHT, ASA) to maintain service levels.
• Act as the first line of response to deviations, saturation, or outages—activating contingency plans when needed.
• Communicate proactively with Team Leaders and Managers to flag risks and coordinate immediate actions.
• Adjust intraday planning dynamically based on actual traffic and performance trends.
• Document incidents and actions taken to support post-operational analysis and continuous improvement.
• Ensure compliance with schedules, breaks, and adherence using WFM tools.
• Collaborate with scheduling and forecasting teams by providing real-time insights.
• Support special campaigns, launches, or operational escalations as part of a cross-functional team.

ABOUT YOU

• Experience in a contact center or workforce management environment (essential).
• Comfortable working flexible shifts, including weekends and rotating schedules (essential).
• Strong communication skills in English, with the ability to collaborate across teams and influence decisions.
• High attention to detail and accuracy in reporting and real-time monitoring.
• Proactive mindset with a focus on continuous improvement and operational excellence.
• Advanced Excel skills (including formulas and macros); knowledge of Access and VBA is a plus.
• Ability to remain calm under pressure and thrive in dynamic environments.
• Quick learner with the ability to adapt to new systems and evolving processes.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

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