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- Tasks: Manage real-time performance and optimize schedules in a multi-channel contact center.
- Company: Longreach Recruitment specializes in Resource Planning and Workforce Optimization.
- Benefits: Enjoy a competitive salary of £30,000 with no weekend work and supportive team culture.
- Why this job: Join a dynamic team focused on improving service levels and enhancing customer experience.
- Qualifications: Experience in contact center planning, WFM technology, and strong communication skills required.
- Other info: Position based in Swindon, working onsite 4 days a week.
The predicted salary is between 24000 - 42000 £ per year.
Resource Planning & Real Time Analyst (762)
Job Description
Longreach Recruitment are hiring a contact centre Resource Planning & Real Time Analyst .
The position will be responsible for ensuring optimal performance and service level attainment within a multi-channel contact centre. You’ll manage real-time performance and work closely and collaboratively with operations to identify improvement initiatives; you’ll also ensure there are effective schedules and forecasts focusing on aligning resource to predicted demand.
Comfortable working with a variety of data sets, you’ll keep stakeholders appraised on performance, ensure forward planning and effective schedules are created and optimised, and aid in the further development of the WFM tool.
The position is based in Swindon with a base salary of £30,000 plus benefits.
Monday to Friday (no weekends!), the team works onsite supporting operations 4 days per week.
Key Role Purpose & Responsibilities
- Deliver forecasting and resource planning across Customer Service and Sales (volumes, AHT, Shrinkage and ASA).
- Propose and manage shift patterns that meet the requirements of the business and maximise contact centre efficiencies.
- Track all planning related metrics and record detail to explain any reasons for increase/reduction in demand.
- Utilising wallboards and WFM solution to watch call queues and adviser status, looking for any issues with performance and either flagging to the adviser, Team Manager, Ops Manager or RPMI Manager.
- Regular effective communication and recommendations to Operational teams to ensure a balance is struck between resource utilisation, service level achievement and staff wellbeing.
- Moving adviser resources between queues and interaction types to hit all Average Speed to Answer (ASA) goals balanced across all queues.
What Have You Done Before? What Do You Need to Demonstrate?
You’ll be an experienced contact centre Planning professional with skills and experience gained within Scheduling, Planning and Real Time Management. An effective and direct user of WFM technology, you’ll be an energetic, detailed oriented Planner able to communicate real-time and scheduling processes and outcomes to a broad array of stakeholders.
Key Skills & Experience Will Include
- Previous experience of Real-Time management and Forecasting & Scheduling in a multi-channel contact centre.
- Good understanding of call centre performance, planning metrics and Real-Time best practices.
- Competent ‘hands-on’ user of a WFM platform (Verint / NICE/ Genesys / Alvaria).
- Results focused, planned and organised with a meticulous eye for detail.
- Good knowledge of workforce management systems and planning best practices.
- Good numerical skills, able to work with large data sets.
- Good written and verbal communication skills.
Please register your interest in the Resource Planning & Real Time Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies.
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Resource Planning & Real Time Analyst employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning & Real Time Analyst
✨Tip Number 1
Familiarize yourself with the specific WFM tools mentioned in the job description, such as Verint, NICE, Genesys, or Alvaria. Having hands-on experience or even a basic understanding of these platforms can set you apart from other candidates.
✨Tip Number 2
Brush up on your knowledge of key performance metrics like Average Speed to Answer (ASA) and shrinkage. Being able to discuss these metrics confidently during your interview will demonstrate your expertise in resource planning and real-time management.
✨Tip Number 3
Prepare examples of how you've successfully managed real-time performance in previous roles. Highlight any initiatives you've implemented that improved service levels or operational efficiency, as this will showcase your proactive approach.
✨Tip Number 4
Practice your communication skills, especially in explaining complex data and scheduling processes. Since you'll be working with various stakeholders, being able to convey information clearly and effectively is crucial for this role.
We think you need these skills to ace Resource Planning & Real Time Analyst
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities and requirements of the Resource Planning & Real Time Analyst position. Highlight your relevant experience in forecasting, scheduling, and real-time management in your application.
Tailor Your CV: Customize your CV to reflect your experience with WFM technologies and your ability to manage multi-channel contact centre operations. Use specific examples that demonstrate your skills in resource planning and performance tracking.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your passion for the role and how your previous experiences align with the job description. Mention your familiarity with call centre metrics and your communication skills.
Highlight Key Skills: In your application, emphasize your numerical skills and attention to detail, as well as your ability to communicate effectively with various stakeholders. These are crucial for the role and should be clearly presented.
How to prepare for a job interview at Longreach Recruitment
✨Show Your Data Skills
Be prepared to discuss your experience with large data sets and how you've used them in previous roles. Highlight specific examples where your analysis led to improved performance or efficiency in a contact center.
✨Understand WFM Tools
Familiarize yourself with the WFM platforms mentioned in the job description, such as Verint, NICE, Genesys, or Alvaria. Be ready to explain how you've utilized these tools in real-time management and forecasting.
✨Communicate Effectively
Since the role involves regular communication with various stakeholders, practice articulating your thoughts clearly. Prepare to give examples of how you've successfully communicated complex scheduling processes to non-technical team members.
✨Demonstrate Problem-Solving Skills
Think of scenarios where you've had to address performance issues in a contact center. Be ready to discuss how you identified the problem, the steps you took to resolve it, and the outcomes of your actions.
