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- Tasks: Join the Workforce Planning team to optimise resource use and enhance Contact Centre performance.
- Company: Dynamic company based in Brighton with a focus on innovation and teamwork.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by analysing data and improving service delivery in a fast-paced environment.
- Qualifications: Experience in workforce planning and strong skills in WFM systems and data analysis.
- Other info: Enjoy a supportive culture with flexible hours and a chance to develop your career.
The predicted salary is between 30000 - 40000 £ per year.
This is a great opportunity to join a Workforce Planning team and play a key role in helping Contact Centre teams deliver their best. In this role, you will be the go-to person for ensuring resources are used effectively so teams can hit their Service Delivery Plans. Your analysis and decision-making will directly influence how well the operation meets its Service Level Agreements and overall performance goals. You will add value by planning ahead, digging into performance data, and keeping stakeholders in the loop about what is happening now and what is coming next. You will also be responsible for creating and sharing agent schedules based on demand forecasts and targets, making sure the right people are available at the right time across Voice, Live Chat, Email, and Ticket channels. This role is based in Brighton and will be working a hybrid model after your first month. Working hours are Monday - Friday 8:45am - 5:30pm.
Duties
- Build accurate demand forecasts and capacity plans for all channels (Voice, Live Chat, Email, and Tickets).
- Create and adjust daily and weekly agent schedules to make the best use of resources.
- Monitor KPIs and performance in real time to ensure operations stay on track.
- Analyse operational data to uncover insights around utilisation, occupancy, and productivity.
- Keep stakeholders updated with clear, actionable information about performance and future outlooks.
- Maintain and improve reporting to support smart, data-driven decisions.
Experience
- Hands-on experience with end-to-end workforce planning and real-time monitoring.
- Strong knowledge of WFM systems (Calabrio, Genesys, NICE, or similar) and omnichannel contact centre platforms.
- Confident use of tools like Google Sheets/Excel to work with large datasets and explain findings clearly.
- Great organisational skills and the ability to juggle multiple priorities, especially real-time demands.
- A proactive mindset—someone who spots issues early and takes initiative to fix them.
- Background working in a fast-moving, omnichannel contact centre is essential.
Realtime Planning Analyst - Contact Centre in England employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Realtime Planning Analyst - Contact Centre in England
✨Tip Number 1
Network like a pro! Reach out to current employees in the Workforce Planning team or similar roles. A friendly chat can give us insider info on what they’re really looking for and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by diving deep into the company’s performance metrics and recent projects. We want to show that we’re not just interested in the role, but that we understand how our skills can help them hit their Service Delivery Plans.
✨Tip Number 3
Practice makes perfect! Run through common interview questions related to workforce planning and real-time monitoring. We can even role-play with a friend to get comfortable discussing our experience with WFM systems and data analysis.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can keep us top of mind. Plus, it shows we’re proactive—just like they want in a Realtime Planning Analyst!
We think you need these skills to ace Realtime Planning Analyst - Contact Centre in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Realtime Planning Analyst. Highlight your experience with workforce planning and any relevant tools you've used, like Calabrio or Genesys. We want to see how your skills match what we're looking for!
Show Off Your Data Skills: Since this role involves a lot of data analysis, don’t shy away from showcasing your proficiency with Google Sheets or Excel. Include examples of how you've used these tools to drive decisions in past roles. We love seeing those numbers come to life!
Be Proactive in Your Cover Letter: Use your cover letter to demonstrate your proactive mindset. Share specific instances where you spotted issues early and took action. This will show us that you’re not just reactive but can anticipate needs—exactly what we need in our fast-paced environment!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates. Plus, it’s super easy—just a few clicks and you’re on your way to joining our team!
How to prepare for a job interview at Cactus Search
✨Know Your Numbers
Make sure you brush up on key performance indicators (KPIs) relevant to the contact centre industry. Be ready to discuss how you've used data to influence decision-making in your previous roles. This shows that you understand the importance of metrics in workforce planning.
✨Familiarise with WFM Tools
Since the role requires knowledge of WFM systems like Calabrio or Genesys, it’s a good idea to get comfortable with these tools before your interview. If you have experience with similar platforms, be prepared to share specific examples of how you’ve used them to optimise scheduling and resource allocation.
✨Showcase Your Proactive Mindset
Think of instances where you identified issues early and took initiative to resolve them. This could be anything from adjusting schedules based on unexpected demand to improving reporting processes. Highlighting your proactive approach will resonate well with the interviewers.
✨Communicate Clearly
As you'll need to keep stakeholders updated, practice explaining complex data insights in a straightforward manner. Use examples from your past experiences where you successfully communicated performance updates or forecasts. Clear communication is key in this role!