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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: Enjoy a competitive salary, flexible hybrid working, and a broad benefits package.
- 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: Work in modern offices just a short walk from the train station.
The predicted salary is between 24000 - 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 £28000 - £30000 + 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.
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 Resource Planning Real Time Analyst in Crawley employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Resource Planning Real Time Analyst in Crawley
✨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 resource planning and real-time 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 optimise schedules.
✨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 Resource Planning Real Time Analyst in Crawley
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Resource Planning Real Time Analyst role. Highlight your experience with WFM tools and any relevant achievements in resource planning. 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 passionate about this role and how your previous experience makes you a great fit. We love seeing enthusiasm and a personal touch, so let your personality come through.
Showcase Your Teamwork Skills: Since this role involves working closely with operations, make sure to highlight your teamwork skills. Share examples of how you've collaborated in the past to meet targets or improve processes. We value a supportive and collaborative approach!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we stand for at StudySmarter.
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 past roles, as this will show your familiarity and expertise in resource planning.
✨Showcase Your Teamwork Skills
This role is all about collaboration, so think of examples where you've worked closely with others in a contact centre environment. Highlight how you’ve supported operations and contributed to achieving service level targets.
✨Prepare Performance Reports
Since you'll be creating performance reports, practice explaining how you analyse data using Excel or Google Sheets. Bring along examples of reports you've generated in the past to demonstrate your analytical skills.
✨Demonstrate Your People-First Approach
Be ready to talk about how you prioritise people in your work. Share instances where you've managed offline activities like training sessions or team huddles, showing that you value team development and engagement.
