At a Glance
- Tasks: Manage real-time contact centre performance and optimise resource allocation.
- Company: Progressive multi-site contact centre with a dynamic work culture.
- Benefits: Competitive salary, bonus, hybrid work, and additional benefits.
- Other info: Great opportunity for career growth and skill development.
- Why this job: Join a fast-paced environment and make a real impact on service delivery.
- Qualifications: Experience in contact centre resource planning and WFM tools.
The predicted salary is between 30000 - 35000 £ per year.
Location: Essex (Hybrid: 3 days on-site, 2 days remote)
Salary: £30,000–£35,000 (DOE) + Bonus + Benefits
Hours: Monday to Friday
Role Overview
We are hiring a contact centre experienced Resource Planning professional with a track record in Real Time performance management and some experience in Scheduling. Our client operates a progressive, multi‑site and multi‑channel contact centre across 4 UK locations. You will be responsible for managing ‘on the day and intraday’ contact centre performance, ensuring service levels are achieved, and optimising resource allocation using Workforce Management (WFM) tools. You’ll have the opportunity to develop Scheduling skills to support the broader Planning Team in allocating staff with the right skills to forecasted demand.
Key Responsibilities
- Create, publish, monitor and adjust schedules to maintain service level targets.
- Manage real‑time staffing, including skillset adjustments and shift changes.
- Schedule offline activities (meetings, coaching, training) with minimal impact on SLAs.
- Produce timely intraday performance reports and KPI summaries.
- Oversee annual leave booking and allowance processes.
- Work closely with operational teams to optimise resource deployment against forecasted demand.
Essential Experience & Skills
- Proven experience in Real‑Time, Scheduling, or Resource Planning within a contact centre.
- Hands‑on experience with WFM tools (and ideally telephony platforms).
- Competent Excel skills for MI and performance reporting.
- Ability to prioritise effectively in a fast‑paced environment.
- Excellent communication and stakeholder management skills.
Real Time Planning & Scheduling Analyst in Essex employer: Longreach Recruitment
Join a dynamic and innovative contact centre environment in Essex, where we prioritise employee development and well-being. With a hybrid working model, competitive salary, and a supportive culture that encourages growth, you will thrive as a Real Time Planning & Scheduling Analyst. Our commitment to excellence and teamwork ensures that every employee has the opportunity to make a meaningful impact while enjoying a balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Planning & Scheduling Analyst in Essex
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry and let them know you're on the hunt for a Real Time Planning & Scheduling Analyst role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your WFM tools knowledge and real-time performance management strategies. We recommend practising common interview questions related to scheduling and resource planning so you can showcase your skills confidently.
✨Tip Number 3
Don’t forget to tailor your approach! When you apply through our website, make sure to highlight your hands-on experience with WFM tools and your ability to manage staffing in a fast-paced environment. This will help you stand out from the crowd.
✨Tip Number 4
Follow up after 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 your genuine interest in the role and the company.
We think you need these skills to ace Real Time Planning & Scheduling Analyst in Essex
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in Real Time performance management and Scheduling. We want to see how your skills match the job description, so don’t be shy about showcasing your contact centre expertise!
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 role. Share specific examples of how you've managed staffing and scheduling in previous roles, and let your personality come through.
Show Off Your WFM Skills:Since we’re looking for someone with hands-on experience with Workforce Management tools, make sure to mention any relevant software you’ve used. If you’ve got Excel skills, flaunt them too – they’re essential for MI and performance reporting!
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 don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
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 manage real-time performance in previous roles.
✨Showcase Your Scheduling Skills
Prepare examples of how you've created and adjusted schedules to meet service level targets. Highlight any specific challenges you faced and how you overcame them, as this will demonstrate your problem-solving abilities.
✨Excel is Your Friend
Since competent Excel skills are essential for this role, be prepared to talk about how you've used Excel for MI and performance reporting. If possible, bring along a sample report or two to showcase your skills.
✨Communicate Effectively
Excellent communication is key in this role, so practice articulating your thoughts clearly. Think about how you've managed stakeholder relationships in the past and be ready to share those experiences during the interview.
