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What we’re looking for

Due to our significant growth we are looking for a Real Time Analyst to join our BI Team.

What to expect

The Real Time Analyst (RTA) is responsible for the real time monitoring of all queues and services within the contact centre.

Your role will also include:

  • Manage the call volume, daily attendance and program break schedules.
  • Assist with creation of metrics and targets for services.
  • Work closely with the operations team to analyse and help improve their delivery processes.
  • Generate ideas for process and service improvement planning.
  • Produce daily, biweekly and monthly internal reports.
  • Assist with projects and other duties as requested or assigned.


We think big and we’re looking for team members who think bigger, achieve more and work smarter. If you have the following skills, then we want to hear from you!

Skills and Qualifications:

  • Demonstrate sound work ethic.
  • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email.
  • VBA macros an asset.
  • Experience with IEX, CMS, Avaya an asset.
  • Ability to create reports in Excel and forecast results.
  • Attention to detail and high level of accuracy.
  • Ability to multi-task, focus and complete reports for extended periods of time.
  • Previous Work Force Management experience is considered an asset.

Personal Attributes:

  • Ability to take initiative.
  • Flexible team player with a positive attitude.
  • Must have good time management with the ability to work with minimal supervision and under tight timelines.
  • Capable of managing multiple, simultaneous projects.
  • Must be friendly and professional with a positive attitude.
  • Organized with the ability to quickly and effectively adapt to change.
  • Excellent attendance record.
  • Able to communicate professionally – oral and written.
  • Problem solving skills.
  • Adherence to the schedule and performance on previous projects will be taken into consideration for this position.

The Benefits

  • Promotion opportunities
  • Health insurance
  • Access to our Learning & Development Talent SPA
  • Annual ‘Star Awards’ Party
  • ‘Employee of the Month’ Awards
  • Your birthday off work! (+29 days)
  • ‘Refer a Friend’ cash scheme

Up for the challenge?

We understand people don’t fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for both our clients and customers.

So, if you’re ready for a new challenge then hit ‘Apply Now’ to become the newest member of our growing team.


We’re expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion.

The Ascensos Story

Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow’s customer needs.

Within eight years, we have expanded our operations Globally; with sites in Scotland, England, Romania, Turkey and South Africa. For us it’s all about loving what you do.

Be our next A-Player

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. So there’s no room for average.

We recognise the unique contributions of all our Ascensos colleagues across Europe, it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering great customer service, career development and fun Fridays are the norm.