At a Glance
- Tasks: Create and manage scheduling plans while monitoring real-time performance.
- Company: Join the UK's number 1 investment platform, HL, based in Bristol.
- Benefits: Enjoy a competitive salary, annual bonus, and 25 days holiday.
- Other info: Great career growth opportunities with a focus on continuous improvement.
- Why this job: Be part of a dynamic team making a real impact on service delivery.
- Qualifications: Strong analytical skills and ability to thrive in fast-paced environments.
The predicted salary is between 27000 - 33000 £ per year.
Excited to grow your career? Our purpose is to help Britain build wealth, with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
About the role
An exciting opportunity has arisen to join the Service Planning & Performance team as part of the scheduling and real-time monitoring function. As a Scheduling and Real Time Analyst, you'll be responsible for producing weekly resource scheduling plans to fit client requirements and operational standards as well as supporting the generation and maintenance of advisor schedules, short term plans and associated scheduling tasks, identifying emerging risks, and taking corrective action to stabilise service delivery. You will also be responsible for real-time performance oversight of operational delivery, ensuring service levels are protected through proactive monitoring, timely interventions, and clear stakeholder communication. You will play a critical role in maintaining service performance by providing scheduling & real time assistance, insight, managing exceptions, and coordinating planning to changing demand and operational conditions.
What you'll be doing
- Responsible for generation and day to day maintenance of colleague schedules.
- Responsible for the generation and maintenance of short-term plans including shrinkage optimisation.
- Scheduling of offline activity for colleagues in line with staffing and service level requirements.
- Monitor real-time operational performance against key service metrics (e.g. service level, demand vs. capacity, queue health, AHT, shrinkage).
- Continuously track agent adherence and work closely with Team Leaders and Managers to address non-adherence and improve intraday performance.
- Provide proactive and timely communication to stakeholders on performance positions, risks, and actions being taken.
- Issue real-time alerts and escalation updates where performance is at risk or service degradation occurs.
- Assess and respond to unplanned events (e.g. spikes in demand, absence, system issues), ensuring impact is understood and mitigated.
- Maintain accurate tracking of intraday activities, including shrinkage events, outages, and exceptions.
- To update, track and maintain the holiday requests, attrition, and shrinkage in Calabrio (Workforce Management Software).
About you
- Experience working in scheduling and real time operational control environment (desirable but not essential).
- Strong ability to analyse data quickly and make informed decisions under pressure.
- Comfortable working in a fast-paced, highly reactive environment with changing priorities.
- Excellent communication skills, with the ability to translate data into clear and actionable messages for different audiences.
- Proactive and organised, with a strong sense of ownership and accountability.
- Confident engaging stakeholders at all levels, including Team Leaders and Managers.
- Resilient, adaptable, and able to remain calm under pressure.
- Comfortable with maintaining office presence to support operational needs.
- A continuous improvement mindset, with willingness to challenge and improve ways of working.
- Knowledge of Calabrio, Amazon Connect or similar product skills.
Interview process
This will be a one stage interview process, consisting of competency and behavioural based questions.
Working Schedule
The role is based in our Bristol head office. This role is permanent, full time, 37.5 hours per week, Monday to Friday. You will be required on-site five days a week, but we do offer the flexibility to work from home when required.
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
Discretionary annual bonus* and annual pay review 25 days* holiday plus
Scheduling & Real Time Analyst in London employer: Hargreaves Lansdown
As a Senior Platform Engineer at our innovative Cloud Platform team, you'll be part of a dynamic work culture that prioritises collaboration and creativity. We offer competitive benefits, including professional development opportunities to enhance your skills and advance your career, all while working in a location that fosters a vibrant tech community. Join us to make a meaningful impact in shaping the future of cloud solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Scheduling & Real Time Analyst in London
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We think you need these skills to ace Scheduling & Real Time Analyst in London
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Hargreaves Lansdown, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Hargreaves Lansdown
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Hargreaves Lansdown’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
