At a Glance
- 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.
- Other info: Great career growth opportunities in a supportive team atmosphere.
- 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.
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
Join a highly regarded contact centre that prioritises its people and fosters a collaborative work culture. With a flexible hybrid working model, modern offices in West Sussex, and a comprehensive benefits package, this role offers not only competitive salary but also ample opportunities for professional growth and development within a supportive team environment. Experience the satisfaction of contributing to service excellence while enjoying a work-life balance that suits your lifestyle.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Real Time Planning Analyst in East Grinstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Longreach Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Longreach Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Real Time Planning Analyst in East Grinstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Longreach Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Longreach Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Longreach Recruitment!
How to prepare for a job interview at Longreach Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
