As part of the Apple Retail’s EMEIA Call Centre Operations Team, Real Time Operations Analysts are responsible for ensuring that Service Levels are reached on an ongoing basis by • Monitoring incoming contact (Chat and Voice) volumes, • Redeploying resources on the fly across all our EMEIA Call Centre’s, • Evaluate requests from team leaders and assessing their impact on service level.• Push continuous improvement whilst partnering with Apple Retail Site Managers, Product Readiness, Learning, Sales Strategy, and Vendor Management teams.Responsibilities include:• Ensuring that optimum service levels are achieved within the Online Store on an intra-day, daily, weekly and monthly basis in order to drive up service level performance.• Agent on-boarding/off-boarding/changes. This includes partnering with reporting teams and application support teams to troubleshoot agent profile issues.• Make any required intraweek scheduling changes to accommodate late-scheduled training and events.• Applying levers through the day to increase staffing levels (OT, reduced lunches, skilling changes) and decrease staffing levels (VTO, training, offline activity) with a goal of ensuring service level targets are met and operational expense is closely managed.• Assist internal customers with related reporting requests.• Designing and implementing appropriate support processes.• Acting on analytics to support ongoing optimisation of the contact centre environment and recommending improvement initiatives.• Partnering with telephony support resources to ensure that the EMEA call outing/agent skilling strategy is optimised to meet business objectives.• Working with the technical support groups to coordinate changes and any mitigate environment impacting activities.