Real Time Planning & Scheduling Analyst
Location: Cardiff City Centre (Hybrid: 3 days on-site, 2 days remote)
Salary: £30,000–£35,000 (DOE) + Bonus + Benefits
Hours: Monday to Friday
Role Overview
We are looking for an experienced Real‑Time Analyst to join a progressive, multi‑channel contact centre. You will be responsible for managing intraday performance, ensuring service levels are achieved, and optimising resource allocation using Workforce Management (WFM) tools.
Key Responsibilities
* Monitor and adjust schedules to maintain service level targets.
* Manage real‑time staffing, including skillset adjustments and shift changes.
* Schedule offline activities (meetings, coaching, training) with minimal impact on SLAs.
* Produce timely intraday performance reports and KPI summaries.
* Oversee annual leave booking and allowance processes.
* Work closely with operational teams to optimise resource deployment against forecasted demand.
Essential Experience & Skills
* Proven experience in Real‑Time, Scheduling, or Resource Planning within a contact centre.
* Hands‑on experience with WFM tools (and ideally telephony platforms).
* Strong Excel skills for MI and performance reporting.
* Ability to prioritise effectively in a fast‑paced environment.
* Excellent communication and stakeholder management skills.
About Us
Longreach Recruitment is a trusted specialist in Resource Planning, WFM, Analytics, and Customer Communication Technologies across the UK & EMEA.
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