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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.
Job Type
Permanent
We are hiring a Real Time & Scheduling Analyst within our Planning Team, responsible for demand forecasting, workforce planning, and service optimisation across Hiscox UK. This key role ensures the right resource plan to meet customer expectations in both front and back office teams, especially in a hybrid, flexible working environment.
The analyst will own business plans from 2 weeks out to the day, supporting operations to meet service levels while maximising occupancy and efficiency. You will monitor, analyse, and react to real-time staffing levels and workflow, working collaboratively with operational teams to shape and adapt to this new way of working, prioritising customer and employee needs.
Key responsibilities include:
1. Managing call queue priorities dynamically using telephony systems.
2. Overseeing back-office workflows across multiple areas for clarity and visibility.
3. Monitoring productivity and communicating trends to leadership.
4. Performing re-forecasts and reporting potential service breaches.
5. Managing staff hours shrinkage levels and making necessary adjustments.
6. Building and optimising schedules to meet demand while balancing business interests.
7. Creating MI reports from multiple data sources with recommendations for stakeholders.
Technical skills required include experience with WFM applications (preferably Calabrio One), outbound diallers (preferably NICE CXone), advanced Excel, and ideally Power BI and SQL.
The ideal candidate will have:
* Previous experience as a Real Time or Resource Planning Analyst
* Attention to detail, strong work ethic, and good communication skills
* Analytical mindset and relationship-building skills
* Customer focus and ability to thrive in a fast-paced, high-volume environment
Hiscox values diversity and inclusion, offering hybrid working with at least 3 days in the office weekly to promote a healthy work-life balance.
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