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 32500 - 32500 € 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 £30,000 - £35,000 (Based on Experience) + Bonus + 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.
Real Time Planning Analyst (12 Month FTC) in Cardiff employer: Longreach Recruitment
Join a dynamic and forward-thinking contact centre in the heart of Cardiff, where your expertise as a Real Time Planning Analyst will be valued and nurtured. With a hybrid working model that promotes work-life balance, competitive salary, and a range of corporate benefits, this company fosters a collaborative culture that prioritises employee growth and development. Experience the unique advantage of working in a vibrant city centre location, surrounded by a supportive team dedicated to achieving excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Planning Analyst (12 Month FTC) in Cardiff
✨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 Planning Analyst role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your WFM tools knowledge and real-time performance strategies. We recommend practising common interview questions related to resource planning and service level management so you can showcase your expertise confidently.
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Real Time Planning Analyst position. We’ve got all the latest opportunities listed, and applying directly can sometimes give you an edge over other candidates!
We think you need these skills to ace Real Time Planning Analyst (12 Month FTC) in Cardiff
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your hands-on knowledge with WFM tools and any relevant contact centre experience to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Real Time Planning Analyst role. Share specific examples of how you've balanced performance against service levels in previous roles.
Show Off Your Excel Skills:Since confident Excel skills are a must, consider including a brief mention of your experience with data analysis or reporting in your application. We love seeing how you can prepare and distribute performance reports!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our Cardiff contact centre!
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 with these tools and how you've used them to balance service levels and customer contacts in previous roles.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical abilities, especially with Excel. Bring examples of performance reports or MI you've created, and be ready to explain how your insights helped improve operational efficiency in a contact centre environment.
✨Communicate Effectively
Since this role requires strong interpersonal skills, practice articulating your thoughts clearly and concisely. Think of scenarios where you've had to communicate complex information to different teams and how you ensured everyone was on the same page.
✨Prioritisation is Key
Be prepared to discuss how you prioritise workloads in a dynamic environment. Have specific examples ready that illustrate your ability to manage multiple tasks while ensuring service level targets are met, especially during peak times.
