Performance Analyst

Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over 400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance. It operates Priority Pass, the world’s leading airport lounge and travel experience program, offering access to 1,500+ experiences across 650+ airports in 148 countries. Collinson partners with major global brands including Visa, Mastercard, American Express, British Airways, HSBC, and more.

The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of 1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences.

Collinson Insurance Division

Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA.

We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow.

Purpose of the job

The Real-Time Performance Specialist plays a critical role in ensuring the smooth and efficient operation of the contact centre by continuously monitoring live performance metrics across all customer interaction channels. This individual is responsible for maintaining optimal service levels, agent productivity, and grade of service targets through proactive, real-time decision-making.

Acting as the frontline responder to fluctuations in call volume, staffing availability, and system performance, the specialist swiftly implements tactical adjustments, such as reassigning skills, modifying break schedules, or recommending overtime, to stabilise operations. They serve as a key point of contact for both agents and team leaders during live service hours, offering guidance, support, and escalation when needed.

In addition to managing immediate operational needs, the Real-Time Performance Specialist contributes to longer-term efficiency by identifying behavioural trends, system bottlenecks, and opportunities for schedule optimisation. Their work ensures that the contact centre remains agile, responsive, and aligned with customer experience goals.

Key Responsibilities

Monitor real-time call volumes, agent adherence, and queue performance across multiple channels (voice, chat, email).

Take immediate corrective action to maintain service levels, including skill reallocation, break adjustments, and overtime/early release recommendations.

Lead and facilitate Operational Intraday meetings to review performance and forecast alignment.

Escalate significant deviations in performance to Team Managers and Workforce Planning.

Communicate effectively with Team Leaders and agents regarding adherence, shrinkage, and performance issues.

Monitor system outages or technical issues and coordinate with IT support to minimise disruption and ensure timely resolution.

Support schedule optimisation by highlighting trends in agent behaviour, call patterns, and intraday demand fluctuations.

Maintain accurate real-time logs of interventions, incidents, and escalations for audit and performance review purposes.

Assist in implementing contingency plans during peak demand, unexpected events, or system failures.

Collaborate with Workforce Planning and Operations to ensure alignment between forecast and actual performance.

Provide real-time insights and recommendations to improve operational efficiency and customer experience.

Ensure compliance with internal policies, data protection standards, and regulatory requirements during live operations.

Knowledge, skills and experience required

Strong analytical and problem-solving skills with the ability to make quick, effective decisions under pressure.

Excellent communication and interpersonal skills for engaging with agents, supervisors, and senior stakeholders.

Proficiency in workforce management systems (e.g., NICE, Verint, IEX, Calabrio, or similar).

Ability to work under pressure in a fast-paced, dynamic environment with shifting priorities.

High attention to detail and accuracy in reporting and documentation.

Flexibility to work shifts, weekends, and public holidays as required.

Previous experience in a call/contact centre environment (real-time management experience preferred).

Strong knowledge of key call centre KPIs (e.g., ASA, AHT, SL, Occupancy, Adherence) and operational metrics.

Experience with multi-channel contact centres (voice, chat, email) in both remote and on-site environments.

Familiarity with cloud-based contact centre platforms (e.g., AWS Connect, Genesys Cloud).

Ability to interpret and act on real-time data dashboards and performance analytics.

Experience in stakeholder management and cross-functional collaboration.

Understanding of business continuity planning and operational risk mitigation.

Regulatory Responsibilities

Adhere to relevant regulatory Conduct rules and the Firm’s code of conduct including but not limited to the Financial Conduct Authority and Central Bank of Ireland

Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role

Immediately report any known conflicts of interest in line with company policy

Satisfy on an ongoing basis the company’s fit and proper requirements which as a minimum shall take account of your:

Honesty, integrity and reputation

Competence and capability; and

Financial soundness

Carry out the role with honesty and integrity in the best interests of the Firm and its customers

Maintain a Duty of Responsibility for all activities managed within the role