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- Tasks: Monitor real-time performance and optimise staffing for service delivery.
- Company: Join a leading outsourced communication company with a vibrant team culture.
- Benefits: Permanent contract, 25 days annual leave, and a unique office environment.
- Why this job: Be the key player in ensuring top-notch service and making impactful decisions.
- Qualifications: Experience in scheduling or workforce coordination, strong analytical skills.
- Other info: Work in a dynamic space with opportunities for growth and innovation.
The predicted salary is between 30000 - 40000 £ per year.
We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA looking after calls for a handful of local clients, is now a 1000-strong team working across two continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.
The role: As an Intraday Analyst you will play a critical role in managing real-time service delivery performance across all departments. This role ensures optimal alignment between forecasted staffing and live operational conditions, making dynamic adjustments to maintain service levels and productivity targets throughout the day. Acting as the first point of contact for intraday performance, the Intraday Analyst provides timely updates, identifies risks and partners with Operations, IT, and the wider People Planning team to ensure resource availability and service stability.
Key responsibilities:
- Real-Time Monitoring & Performance Management
- Monitor real time call and activity volumes across all departments, taking proactive action to optimise available resource.
- Track service levels, performance and adherence metrics, taking corrective action as required to maintain the target service levels.
- Communicate live performance updates to Operations, highlighting risks, root causes and recovery actions when required.
- Serve as the first point of contact across the business for in day performance and scheduling queries.
- Review and action all scheduling changes within a one-week window, including overtime, shift swaps, and activity movements.
- Adjust breaks, lunches, and offline activities to optimise service coverage.
- Validate and approve additional activities where feasible without service impact.
- Collaborate closely with the People Planning team to ensure staffing levels reflect demand patterns and emerging trends.
- Provide accurate insight into the week ahead, highlighting risks, overstaffing, shrinkage variances, and other operational impacts.
- Share key intraday updates and performance summaries with relevant stakeholders.
- Identify and propose process improvements to enhance intraday responsiveness and resource utilisation.
- Support business continuity and incident management activity during IT or DR events, by providing performance visibility and coordinating actions.
The person:
- Experience in real time scheduling, intraday management or workforce coordination, ideally in a contact centre or multi department service environment.
- Working knowledge of Calabrio or similar WFM systems.
- Strong analytical and problem solving skills, with the ability to make fast, data informed decisions under pressure.
- Excellent communication skills, with confidence to engage with operational leaders and influence live resourcing decisions.
- Strong attention to detail and the ability to manage competing priorities effectively.
Key Attributes
- Proactive, calm, and decisive under pressure.
- Highly organised, efficient, and dependable.
- Strong collaborator with excellent self awareness.
- Focused on continuous improvement and delivering outstanding service levels.
- Adaptable and resilient in a fast-paced environment.
What’s included:
As an Intraday Analyst at our award-winning headquarters in Wrexham, you’ll enjoy welcoming, spacious, state-of-the-art offices, plus communal spaces including a treehouse – we like to do things differently around here! You’ll also benefit from:
- Permanent contract
- 25 days annual leave plus
Intraday Analyst in Wrexham employer: Moneypenny
Contact Detail:
Moneypenny Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Intraday Analyst in Wrexham
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at networking events. Ask them about their experiences and any tips they might have for landing the Intraday Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your real-time scheduling knowledge. Be ready to discuss how you would handle specific scenarios related to performance management and resource optimisation.
✨Tip Number 3
Show off your analytical skills! Bring examples of how you've used data to make decisions in past roles. This will demonstrate your ability to thrive under pressure, just like the job requires.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our awesome team.
We think you need these skills to ace Intraday Analyst in Wrexham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Intraday Analyst role. Highlight any experience you have in real-time scheduling or workforce management, and don’t forget to mention your analytical skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your skills align with our needs. Be sure to mention any relevant tools like Calabrio that you’ve worked with. We love a good story!
Show Off Your Communication Skills: As an Intraday Analyst, communication is key. In your application, demonstrate your ability to convey complex information clearly. Whether it’s through your CV or cover letter, we want to see how you can engage with operational leaders effectively.
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’re considered for the role. Plus, you’ll get to explore more about our company culture while you’re at it!
How to prepare for a job interview at Moneypenny
✨Know Your Numbers
As an Intraday Analyst, you'll be dealing with real-time data and performance metrics. Brush up on your analytical skills and be prepared to discuss how you've used data to make decisions in the past. Bring examples of how you’ve monitored service levels and made adjustments based on your findings.
✨Showcase Your Communication Skills
This role requires excellent communication, especially when updating operations on performance. Practice articulating your thoughts clearly and confidently. Think about times when you had to convey complex information simply and how you managed to influence decisions through effective communication.
✨Demonstrate Problem-Solving Prowess
Be ready to tackle hypothetical scenarios during the interview. They might ask how you'd handle a sudden spike in call volume or a staffing shortage. Prepare by thinking through your problem-solving process and how you can apply it to maintain service levels under pressure.
✨Emphasise Your Adaptability
In a fast-paced environment, being adaptable is key. Share examples from your previous roles where you successfully navigated changes or unexpected challenges. Highlight your ability to stay calm and make quick decisions, as this will resonate well with the interviewers.