At a Glance
- Tasks: Balance performance and service levels in a dynamic contact centre environment.
- Company: Progressive contact centre based in Cardiff with a hybrid working model.
- Benefits: Competitive salary, bonus, corporate benefits, and flexible working arrangements.
- Other info: Exciting opportunity for career growth in a supportive environment.
- Why this job: Join a growing team and make a real impact on customer service delivery.
- Qualifications: Experience in contact centre Real Time Analysis and WFM tools is essential.
The predicted salary is between 30000 - 35000 € per year.
Are you an experienced contact centre Real Time Analyst with experience of using WFM tools, working collaboratively with operational teams to balance on the day performance against service levels and customer contacts across different channels? If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join their progressive and growing contact centre that operates across multiple contact channels. Based in Cardiff city centre, my client offers a hybrid working model of 3 days onsite and 2 from home across a Monday to Friday working pattern.
The base salary is between £30000 - £35000 (Based on Experience) + Bonus + Corporate Benefits.
Key Role Purpose & Responsibilities- Contribute towards achieving service level targets by balancing actual contacts with forecast and on-the-day activity.
- Ensure adherence to schedules including blending or moving of staff across skillsets (shift slides/swops).
- Use WFM tools to schedule offline time for meetings, coaching and training, whilst minimising impact to planned Service Levels.
- Provide regular intra-day performance reports and information packs detailing KPI performance.
- Own, manage and coordinate the annual leave booking and allowance process.
- Support Operational teams to coordinate, optimise and ensure effective resource allocation to meet forecasted customer demand.
Current or prior experience of working within contact centre Real Time / Scheduling / Resource Planning position is essential.
Key Skills & Experience Will Include- Prior hands-on knowledge with a Workforce Management tool (and ideally a telephony platform).
- Experience within a Resource Planning team in either a Real Time, Scheduling or Planning capacity.
- Experience of supporting on the day and live performance within a contact centre environment.
- Ability to effectively prioritise workloads and outputs.
- Confident Excel skills to prepare and distribute MI / Performance reports.
- Concise, professional, and effective interpersonal and communication abilities.
- Customer and People first focus with the ability to prioritise effectively in a dynamic environment.
Please register your interest in the Real Time Planning Analyst position by applying as directed.
Locations
Real Time Analyst ( 12 Month FTC) in Newport, Wales employer: Longreach Recruitment
Join a dynamic and forward-thinking contact centre in the heart of Cardiff, where your expertise as a Real Time Analyst will be valued and nurtured. With a hybrid working model that promotes work-life balance, competitive salary, and a range of corporate benefits, this role offers not just a job but a pathway for professional growth in a supportive environment. Embrace the opportunity to collaborate with operational teams and make a tangible impact on service levels while enjoying the vibrant culture of Cardiff city centre.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst ( 12 Month FTC) in Newport, Wales
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Real Time Analyst role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for those interviews! Brush up on your knowledge of WFM tools and be ready to discuss how you've balanced performance against service levels in past roles. We want you to shine and show them you’re the perfect fit!
✨Tip Number 3
Showcase your skills with real examples. When discussing your experience, highlight specific instances where you’ve optimised resource allocation or improved service levels. This will help you stand out from the crowd!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for talented individuals like you to join our team at StudySmarter!
We think you need these skills to ace Real Time Analyst ( 12 Month FTC) in Newport, Wales
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with WFM tools and any relevant contact centre roles. We want to see how your skills match the job description, so don’t be shy about showcasing your 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 Real Time Analyst role. Share specific examples of how you've balanced performance and service levels in previous jobs.
Show Off Your Excel Skills:Since confident Excel skills are a must, consider including a brief mention of your proficiency in your application. If you’ve created reports or managed data effectively, let us know!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity in Cardiff!
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 balance service levels and customer contacts in previous roles.
✨Showcase Your Communication Skills
Since this role involves working closely with operational teams, it's crucial to demonstrate your interpersonal and communication abilities. Prepare examples of how you've effectively communicated performance reports or coordinated with teams to optimise resource allocation.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle real-time challenges. Think of specific situations where you had to prioritise workloads or adapt to changing demands in a contact centre environment, and be ready to share those experiences.
✨Highlight Your Analytical Skills
As a Real Time Analyst, you'll need strong Excel skills to prepare MI and performance reports. Be prepared to discuss how you've used data analysis to drive decisions and improve service levels in your previous roles.
