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- Tasks: Manage real-time performance and optimise schedules in a dynamic contact centre environment.
- Company: Join a people-centric contact centre known for its collaborative culture.
- Benefits: Competitive salary, broad benefits package, and flexible hybrid working model.
- Why this job: Make a real impact by ensuring service levels are met and operations run smoothly.
- Qualifications: Experience in contact centre resource planning and proficiency with WFM tools required.
- Other info: Modern offices in West Sussex, just a 5-minute walk from the train station.
The predicted salary is between 28000 - 30000 £ per year.
Longreach Recruitment are working with an exceptionally well-regarded and people centric contact centre to recruit a Contact Centre Real Time / Planning Analyst with experience of contact centre resource planning and real time methodologies including the use of WFM tools. This is an interactive role where you’ll be working closely with Contact Centre Operations– you’ll be a collaborative and supportive professional who excels in interacting within the contact centre to ensure Service Level targets are met, schedules are optimised and offline activities are managed effectively.
The position provides a salary between £28,000 - £30,000 + Broad Benefits Package. We are offering a flexible hybrid working model of 2 days onsite in modern offices located in West Sussex with staff parking available and within a 5 minute walk from a mainline train station. Ideal candidate locations for this opportunity are West Sussex, East Sussex, Surrey, South London, Kent.
Key Role Purpose & Responsibilities
- Real Time - manage and monitor ‘on day’ performance and adherence to schedules.
- Provide performance reports to highlight areas of improvement or success against SLA.
- Create short term schedules and manage their release, optimisation and adherence to plan.
- Work closely with Operations to ensure they are supported from a Resource Planning & Real Time perspective.
- Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions.
- Maintain accurate administration of the WFM platform.
What Have You Done Before? What Do You Need to Demonstrate?
Applicants MUST have current or recent experience of working within a contact centre Resource Planning or Real Time function.
Key Skills & Experience Will Include
- Experience utilising WFM tools within a contact centre Resource Planning environment (Verint, Calabrio, Nice / IEX, Aspect, Teleopti).
- Strong teamwork ethos with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
- Competent knowledge of using Excel / Google sheets to produce performance reports.
- Strong knowledge within contact centre resource planning, real time management and scheduling.
- Excellent interpersonal and relationship management skills with a proactive ‘people first’ approach.
Please register your interest in the Real Time Planning Analyst position by applying as directed. Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.
Contact Centre Real Time Planning Analyst employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Real Time Planning Analyst
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to real-time planning and resource management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Bring along examples of performance reports or schedules you've created in previous roles. This will demonstrate your hands-on experience with WFM tools and your ability to meet SLAs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Contact Centre Real Time Planning Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with contact centre resource planning and WFM tools. We want to see how your skills align with the role, so don’t be shy about showcasing your relevant achievements!
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 Contact Centre Real Time Planning Analyst role. We love seeing enthusiasm and a clear understanding of the job, so let your personality come through.
Showcase Your Teamwork Skills: Since this role involves working closely with operations, highlight any past experiences where you’ve collaborated effectively. We value a strong teamwork ethos, so share examples that demonstrate your ability to work well with others.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive 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 experience with WFM tools like Verint or Calabrio. Be ready to discuss how you've used these tools in previous roles, as this will show your familiarity and expertise in resource planning.
✨Showcase Your Teamwork Skills
Since this role involves a lot of collaboration, think of examples where you've worked effectively within a team. Highlight your flexible approach and how you've adapted to different systems or procedures to support your colleagues.
✨Prepare Performance Reports
Get comfortable with Excel or Google Sheets, as you'll need to produce performance reports. Bring examples of reports you've created in the past, and be prepared to discuss how they helped improve service levels or operational efficiency.
✨Demonstrate Your People Skills
This position is all about interaction, so be ready to talk about your interpersonal skills. Share stories that illustrate your proactive 'people first' approach, especially in managing offline activities like training sessions or team huddles.
