Location: Dover Contract: 6 month fixed term (with potential to be extended or made permanent) Salary: £25,710 - Increasing to £28.670 following successful completion of a 6 months probation period Closing Date: 19 November 2025 The role Part of the Part of the Eligibility Advice and Guidance Line (EAGL) Workforce Planning team, the Real-Time Workforce Management Analyst is a new and exciting role at Migrant Help. You will monitor and manage a workforce in real time to meet service level agreements and key operational goals. This role focuses on immediate, day to day operations within a rolling two week window, working closely with the long term planning and forecasting analyst and the Head of planning to deliver exception service to clients, while balancing the needs of our team leaders and advisors. If you have demonstrable experience in workforce management with strong analytical skills, and are looking for an exciting role that makes a difference, we’d love to hear from you! Role responsibilities Monitor intraday performance across multiple channels (voice, chat, email), ensuring service levels, response times, and other KPIs are met. Track call volume, queue lengths, shrinkage, absenteeism, and agent availability in real time. Adjust agent schedules, and routing strategies dynamically to meet business needs. Partner with operations leaders to recommend and implement staffing or workflow changes as required. Provide timely communication and escalation of service level risks to stakeholders. Conduct intraday reporting and post-shift analysis to identify trends and areas for improvement. Collaborate with the wider WFM team to refine planning assumptions. Maintain real-time adherence monitoring and address deviations with supervisors. Support incident management during system outages or unplanned events. Create short term schedules and manage their release, optimisation and adherence to plan. Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions. The experience and skills you need Proficiency with WFM software (e.g., NICE, Verint, Genesys, Aspect, or similar). Understanding of telephony / skill routing. Solid understanding of contact centre metrics (AHT, ASA, service level, occupancy, shrinkage, adherence). Strong analytical skills with the ability to interpret data quickly and make sound recommendations. For full person specification please see the job description Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore: This post is subject to a Disclosure and Barring Service (DBS) check This post is subject to a Counter Terrorism Check (CTC) therefore applicants must: Be able to provide a valid passport eg. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain Be able to provide continuous UK address history for the previous 5 years Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment About Migrant Help Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential. We foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation, as long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity. These are some of the benefits we offer Our working week is 35 hours per week offering flexibility and work life balance Enhanced family friendly provisions E mployees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata). Option to buy or sell up to 5 days of annual leave Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions. Wellbeing support. Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme. How to apply To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter. Selection Criteria Y our application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply. We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job Please note this vacancy may close early depending on applications received As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation and Excellence. Migrant Help is proud to be an equal opportunities employer.