Real Time Analyst - 12 Month Fixed Term Contract

About us

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Great journeys start with Trainline

Now Europe's number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco friendly and affordable as it should be.

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high speed journey.

Purpose of the Role

This is a 12 month fixed term role, based on full time on site in Edinburgh.

As part of a fast moving Customer Service Operations function, the Real Time Analyst plays a critical role in improving how real time operations are planned, managed, and optimised.

The Real Time Analyst will play a key role in strengthening and modernising real time operations, with a clear focus on driving automation and operational optimisation. Beyond managing live performance, this role is responsible for identifying opportunities to simplify workflows, reduce manual intervention, and embed automation into real time decision making processes.

Working closely with Operations, Workforce Management, and Technology partners. The role will proactively review current ways of working and champion scalable, automated solutions that improve efficiency, consistency, and service performance. Success will be measured not only by daily operational stability, but by the sustainable improvements and automation gains delivered over time.

What you will do as a Real Time Analyst at Trainline Real-Time Performance & Optimisation

• Own real time operational performance, overseeing queues, agent adherence, and service levels
• Ensure schedules, breaks, and activity management are applied consistently to support productivity and SLAs
• Lead intraday decision making with a focus on improving outcomes and reducing repeat issues

Operational Improvement & Insight

• Analyse real time and intraday data to identify trends, bottlenecks, and systemic inefficiencies
• Drive and deliver improvements to real time processes, controls, and decision frameworks
• Translate insight into clear, actionable recommendations for Operations and Planning leaders
• Embed learning from intraday performance into playbooks and ways of working

Leadership & Collaboration

• Partner with Team Managers to improve shared understanding of real time priorities and trade offs
• Take ownership of WFM KPIs and performance outcomes, clearly communicating actions and expectations

Reporting & Governance

• Deliver concise, insight led performance updates to senior stakeholders
• Lead regular operational forums focused on performance, risks, and improvement actions
• Maintain strong governance around real time decisions, escalations, and accountability
• Complete a review of all reporting and management information outputs and make recommendations on how to automate these.

We'd love to hear from you if you have

• Significant experience in contact centre real time oversight
• Strong analytical skills with the ability to interpret data and turn insight into action
• Confidence making decisions under pressure and balancing customer experience with efficiency
• Excellent communication skills, able to influence at all levels
• Proactive, improvement oriented mindset with a focus on making things work better over time
• Good stakeholder management skills

Preferred

• Experience with cloud based telephony / CRM platforms and Calabrio
• Experience working with Tableau or similar reporting tools
• Background in scheduling, shrinkage, or broader workforce planning
• Experience driving process improvements within real time or operational environments

Why Join Trainline

• Opportunity to shape and improve real time operations in a complex, high volume environment
• A role with genuine influence on customer experience and operational efficiency

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

We're operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12 week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

• Think Big - We're building the future of rail
• Own It - We focus on every customer, partner and journey
• Travel Together - We're one team
• Do Good - We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!