Job Type: Permanent Build a brilliant future with Hiscox Within Hiscox we rely on timely data and forecasting to ensure the best business service is delivered to our customers. Through correct forecasting, scheduling and real time workforce management we deliver a quality of service that is unrivalled in our industry. We are currently hiring a Real Time & Scheduling Analyst to work within our Planning Team, delivering demand forecasting, workforce planning and service optimisation across Hiscox UK. This role is a key position within the Hiscox UK team, responsible for ensuring we have the right resource plan to meet customer expectations in both front and back office teams. Since the successful combination of hybrid working, flexible working and customer experience have integrated and we now look to manage our resource response across a distributed working environments that requires expertise to maintain customer expectations in terms of service response. As a Real Time & Scheduling Analyst you will take ownership of business plans from 2 weeks out to on the day, supporting the operation to achieve service levels whilst maximising occupancy and efficiency. As an integral part of the Planning Team, you will analyse, monitor and react to real time staffing levels and workflow, using your skills and knowledge of real time management to avoid service failures. The real time function is relatively new to the business and your role will involve working collaboratively with the operation to help shape, share & adapt to this new way of working in a structured & considered manner, putting our people and customers at the centre of our decision making. Working collaboratively with the wider operational delivery and support teams you will be a key player in the successful delivery of our sales and service KPI’s. What the role involves: • Dynamically manage call queue priorities using our telephony system, assigning resource accordingly by activity to deliver on plan. • Manage back office workflows across multiple areas, ensuring that the operation has clarity and visibility of almost live volumes. • Monitor real time productivity and communicate trends to Team Leaders and Managers. • Perform re-forecasts from 2 weeks out to on the day, mitigating issues and reporting potential service breaches to the Resource Planning Lead. • Monitor, maintain and report on agreed staff hours shrinkage levels, making changes to mitigate any breaches. • Schedule building and optimisation, ensuring demand is met whilst achieving a balance of people and business interests. Hold regular schedule review meetings with all relevant stakeholders • Collate and analyse data from multiple sources to create and circulate meaningful MI reports including recommendations and solutions to be communicated with stakeholders from across the operation Technical skills / systems you will have had exposure to include: · High level of experience working with WFM resourcing and forecasting applications (preferably Calabrio One) · Experience working with an outbound dialler (Preferably NICE CXone) · Intermediate to Advanced Excel · Experience of using Power BI to produce reports (Desirable but not essential) · Some exposure to SQL would be advantageous The type of person suited best to this position will have behavioural attributes such as: · Previous experience in a Real Time or Resource Planning Analyst role · Attention to detail and quality with a solid work ethic · Good communication and presentation skills · Strong analytical and logical thinker · A relationship builder – comfortable working with operational teams across the business · Customer focussed – awareness of the impact of decisions on the Customer Experience · The ability to thrive in a fast paced high volume area Diversity, Inclusion and Hybrid working At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We have also learned over the past 15 months that working life doesn’t always have to be in the office, and when it’s safe to do so, we will be introducing hybrid ways of working to encourage a healthy work life balance. We anticipate the successful candidate for this role will be in the office at least 3 days every week. We see it as the best of both worlds: structure and sociability on one hand, and independence and flexibility on the other. LI-TH1 Work with amazing people and be part of a unique culture