At a Glance
- Tasks: Balance performance and service levels in a dynamic contact centre environment.
- Company: Progressive contact centre based in Cardiff with a hybrid working model.
- Benefits: Competitive salary, bonus, corporate benefits, and flexible working arrangements.
- Other info: Exciting opportunity for career growth in a supportive environment.
- Why this job: Join a growing team and make a real impact on customer service delivery.
- Qualifications: Experience in contact centre Real Time Analysis and WFM tools is essential.
The predicted salary is between 30000 - 35000 € per year.
Are you an experienced contact centre Real Time Analyst with experience of using WFM tools, working collaboratively with operational teams to balance on the day performance against service levels and customer contacts across different channels? If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join their progressive and growing contact centre that operates across multiple contact channels.
Based in Cardiff city centre, my client offers a hybrid working model of 3 days onsite and 2 from home across a Monday to Friday working pattern. The base salary is between £30000 - £35000 (Based on Experience) plus bonus and 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, whilst minimising impact to planned Service Levels.
- Provide regular intra-day 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.
Current or prior experience of working within contact centre Real Time / Scheduling / Resource Planning position is essential.
Key Skills & Experience Will Include- 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.
Locations
Real Time Analyst ( 12 Month FTC) in Cardiff, Wales employer: Longreach Recruitment
Join a dynamic and forward-thinking contact centre in the heart of Cardiff, where you will thrive in a collaborative environment that prioritises employee growth and well-being. With a hybrid working model, competitive salary, and a range of corporate benefits, this role as a Real Time Analyst offers you the chance to make a meaningful impact while enjoying a supportive work culture that values your contributions. Embrace the opportunity to develop your skills and advance your career in a company that is committed to excellence and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst ( 12 Month FTC) in Cardiff, Wales
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Real Time Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by brushing up on your WFM tools knowledge and real-time performance strategies. Be ready to share specific examples of how you've balanced service levels and customer contacts in previous roles. Show them you’re the perfect fit!
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications with a friendly email or LinkedIn message. It shows your enthusiasm and keeps you on their radar. Plus, it’s a great way to ask any questions you might have about the role.
✨Tip Number 4
Check out our website for the latest job openings and resources tailored to help you land that Real Time Analyst position. We’ve got your back with tips and tools to make your application stand out!
We think you need these skills to ace Real Time Analyst ( 12 Month FTC) in Cardiff, Wales
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience with WFM tools and any relevant contact centre roles. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Real Time Analyst role. Share specific examples of how you've balanced performance and service levels in previous jobs.
Show Off Your Excel Skills:Since confident Excel skills are a must, don’t forget to mention any relevant projects or reports you've created. We love seeing how you can use data to drive performance!
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 don’t miss out on any important updates!
How to prepare for a job interview at Longreach Recruitment
✨Know Your WFM Tools
Make sure you brush up on your knowledge of Workforce Management tools before the interview. Be ready to discuss your hands-on experience and how you've used these tools to balance performance and service levels in a contact centre environment.
✨Showcase Your Analytical Skills
Prepare to demonstrate your ability to analyse data and create performance reports. Bring examples of how you've used Excel to prepare MI reports, and be ready to explain how your insights have positively impacted service levels.
✨Communicate Effectively
Since this role involves working closely with operational teams, practice your communication skills. Think of examples where you've successfully collaborated with others to optimise resource allocation or manage schedules.
✨Prioritisation is Key
Be prepared to discuss how you prioritise workloads in a dynamic environment. Share specific instances where you've had to adapt quickly to changing demands while ensuring that service levels were maintained.
