Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage real-time staffing and optimise schedules to meet customer demands.
- Company: Hiscox is a leading insurance provider known for its commitment to quality service.
- Benefits: Enjoy hybrid working, promoting a healthy work-life balance with corporate perks.
- Why this job: Join a dynamic team focused on data-driven decisions and customer satisfaction in a fast-paced environment.
- Qualifications: Experience in workforce management applications and strong analytical skills are essential.
- Other info: Be part of a diverse workplace that values inclusion and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Real Time & Scheduling Analyst role at Hiscox. 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 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:
- Managing call queue priorities dynamically using telephony systems.
- Overseeing back-office workflows across multiple areas for clarity and visibility.
- Monitoring productivity and communicating trends to leadership.
- Performing re-forecasts and reporting potential service breaches.
- Managing staff hours shrinkage levels and making necessary adjustments.
- Building and optimising schedules to meet demand while balancing business interests.
- 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.
Real Time & Scheduling Analyst employer: Hiscox
Contact Detail:
Hiscox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time & Scheduling Analyst
✨Tip Number 1
Familiarise yourself with the specific WFM applications mentioned in the job description, such as Calabrio One and NICE CXone. Having hands-on experience or even a basic understanding of these tools can set you apart from other candidates.
✨Tip Number 2
Brush up on your Excel skills, especially advanced functions and data analysis techniques. Being able to demonstrate your proficiency in Excel during interviews can showcase your analytical mindset and ability to handle complex data.
✨Tip Number 3
Prepare to discuss real-time workforce management scenarios you've encountered in previous roles. Think about how you managed staffing levels and workflow, as this will highlight your relevant experience and problem-solving skills.
✨Tip Number 4
Network with current or former employees of Hiscox, if possible. Engaging with them can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Real Time & Scheduling Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Real Time & Scheduling Analyst position. Tailor your application to highlight relevant experience in demand forecasting, workforce planning, and service optimisation.
Highlight Relevant Skills: In your CV and cover letter, emphasise your technical skills, particularly with WFM applications like Calabrio One and NICE CXone, as well as your proficiency in Excel, Power BI, and SQL. Provide specific examples of how you've used these tools in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also demonstrates your understanding of Hiscox's commitment to customer service and operational efficiency. Mention how your analytical mindset and attention to detail can contribute to their goals.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or typos. A polished application reflects your attention to detail, which is crucial for the role you're applying for.
How to prepare for a job interview at Hiscox
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Real Time & Scheduling Analyst. Familiarise yourself with demand forecasting, workforce planning, and service optimisation, as these are key aspects of the job.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with WFM applications like Calabrio One and NICE CXone, as well as your proficiency in Excel, Power BI, and SQL. Highlight specific examples of how you've used these tools in previous roles.
✨Demonstrate Analytical Thinking
Prepare to showcase your analytical mindset by discussing past experiences where you've monitored productivity, communicated trends, or performed re-forecasts. Use data-driven examples to illustrate your problem-solving skills.
✨Emphasise Communication and Collaboration
Since the role involves working closely with operational teams, be ready to talk about your relationship-building skills. Share examples of how you've effectively communicated with stakeholders to achieve common goals.
