Real Time Planning Analyst
Join to apply for the Real Time Planning Analyst position at SW Safety Consulting.
Are you an experienced contact centre Real Time Analyst with a background of using Workforce Management (WFM) tools and working collaboratively with operational teams to balance on‑the‑day performance against service levels and customer contacts across multiple channels?
Based in Cardiff city centre, SW Safety Consulting offers a hybrid working model of 3 days onsite and 2 days from home across a Monday to Friday working pattern.
The base salary is between £30,000 - £35,000 (based on experience) + bonus + corporate benefits.
Key Role Purpose & Responsibilities
* Contribute towards achieving service level targets by balancing actual contacts with forecast and on‑the‑day activity.
* Ensure adherence to schedules, including blending or moving of staff across skillsets (shift slides/swops).
* Use WFM tools to schedule offline time for meetings, coaching and training while minimising impact to planned service levels.
* Provide regular intraday performance reports and information packs detailing KPI performance.
* Own, manage and coordinate the annual leave booking and allowance process.
* Support operational teams to coordinate, optimise and ensure effective resource allocation to meet forecasted customer demand.
Qualifications & Experience
Current or prior experience of working within a contact centre Real Time / Scheduling / Resource Planning position is essential.
* Prior hands‑on knowledge with a Workforce Management tool (and ideally a telephony platform).
* Experience within a Resource Planning team in either a Real Time, Scheduling or Planning capacity.
* Experience of supporting on‑the‑day and live performance within a contact centre environment.
* Ability to effectively prioritise workloads and outputs.
* Confident Excel skills to prepare and distribute MI / performance reports.
* Concise, professional and effective interpersonal and communication abilities.
* Customer and people‑first focus with the ability to prioritise effectively in a dynamic environment.
Please register your interest in the Real Time Planning Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Project Management and Information Technology
Industries
* Business Consulting and Services
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