What you’ll be doing
as a Real Time & Scheduling Analyst
1. Create dynamic demand and supply forecast models that keep our resource planning sharp and proactive.
2. Dive into data and trends to make smart decisions that optimise workload and boost team efficiency.
3. Communicate confidently to prioritise tasks and ensure resources are perfectly aligned to hit every SLA.
4. Track and report channel performance in real time, becoming the trusted go-to for quick problem-solving.
5. Take charge of service levels across all channels, quickly activating contingency plans to keep performance strong and targets met.
What you should bring to the role
6. Extensive experience in end-to-end contact centre planning, including real-time, scheduling, and performance analysis across front and back office.
7. Strong stakeholder management skills with the ability to influence, negotiate, and build effective relationships across teams including Recruitment, Training, and Digital.
8. Confident in building and presenting accurate forecast models and performance data to support strategic decisions.
9. Highly analytical with excellent proficiency in Excel, PowerPoint, and Power BI.
10. Experience with workforce management tools (e.g. Verint Impact 360), telephony systems (such as Amazon Connect/AWS), and workload platforms (e.g. SAP) is desirable.
What’s in it for you?
11. Competitive salary from £42,900 to £48,000 per annum.
12. 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
13. Generous Pension Scheme through AON.
14. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.