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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, broad benefits, and flexible hybrid working options.
- 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 WFM tools is essential.
- Other info: Great career growth opportunities in a supportive team atmosphere.
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.
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 in East Grinstead 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 in East Grinstead
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the contact centre's values and how they treat their staff. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your real-time management skills! Since this role is all about optimising schedules and managing performance, brush up on your knowledge of WFM tools and be ready to discuss how you've used them in past roles. We want to see your expertise shine!
✨Tip Number 3
Show off your teamwork skills! This position requires collaboration with various teams, so be prepared to share examples of how you've worked effectively with others in a contact centre environment. Highlight your 'people first' approach to demonstrate your fit for the role.
✨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 the initiative to engage directly with us. Good luck!
We think you need these skills to ace Contact Centre Real Time Planning Analyst in East Grinstead
Some tips for your application 🫡
Read the Job Description Thoroughly: Before you start your application, take a good look at the job description. Make sure you understand what the role entails and how your experience aligns with the requirements. This will help you tailor your application to stand out!
Show Off Your Relevant Experience: When writing your application, highlight your experience with WFM tools and resource planning in contact centres. Use specific examples to demonstrate how you've successfully managed schedules and improved performance in previous roles.
Keep It Professional Yet Personal: While we want you to be professional, don’t be afraid to let your personality shine through! Use a friendly tone and express your enthusiasm for the role and the company. We love seeing applicants who are genuinely excited about joining our team.
Apply Through Our Website: Make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our awesome team!
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 explain how they helped improve service levels or operational efficiency.
✨Demonstrate Your People Skills
This position is all about interaction, so be ready to discuss how you manage relationships within a contact centre. Share specific instances where your proactive 'people first' approach made a difference in achieving team goals.
