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- Tasks: Balance performance and service levels in a dynamic contact centre environment.
- Company: Join a forward-thinking company in Cardiff with a hybrid work model.
- Benefits: Competitive salary, bonus, corporate benefits, and flexible working options.
- Why this job: Make a real impact on customer service while developing your analytical skills.
- Qualifications: Experience in contact centre resource planning and proficiency in WFM tools.
- Other info: Great opportunity for career growth in a supportive team.
The predicted salary is between 30000 - 35000 ÂŁ per year.
Published on 12 January 2026
Real Time Planning Analyst
Cardiff / Hybrid
Role: Real Time Planning Analyst
Advertised by: Longreach Recruitment
Location: Cardiff / Hybrid
Salary: ÂŁ30,000 â ÂŁ35,000 (Based on Experience) + Bonus + Corporate Benefits
Key Role Purpose & Responsibilities
- Contribute towards achieving service level targets by balancing actual contacts with forecast and onâtheâday 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 intraâday performance reports and âinformation packsâ 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.
What Have You Done Before? What Do You Need to Demonstrate?
Current or prior experience of working within contact centre Real Time / Scheduling / Resource Planning position is essential.
Key Skills & Experience Will Include
- Prior handsâon 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 âon the dayâ and âlive performanceâ 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.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technology.
To apply please contact Ian Lasplace:
#J-18808-Ljbffr
Real Time Planning Analyst employer: The Forum
Contact Detail:
The Forum Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Real Time Planning Analyst
â¨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a candidate.
â¨Tip Number 2
Prepare for the interview by practising common questions related to real-time planning and resource allocation. We should also be ready to discuss our experience with WFM tools and how we've tackled challenges in previous roles.
â¨Tip Number 3
Showcase our analytical skills! Bring examples of how we've used data to improve service levels or optimise schedules. This will demonstrate our ability to contribute to the team's success right from day one.
â¨Tip Number 4
Donât forget to follow up after the interview! A quick thank-you email can keep us top of mind and show our enthusiasm for the role. Plus, itâs a great chance to reiterate why weâre the perfect fit for the team.
We think you need these skills to ace Real Time Planning Analyst
Some tips for your application đŤĄ
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 donât be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why youâre the perfect fit for the Real Time Planning 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 youâve created reports or managed data effectively, let us know!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you donât miss out on any important updates!
How to prepare for a job interview at The Forum
â¨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 and how you've used these tools to balance performance and service levels in a contact centre environment.
â¨Showcase Your Analytical Skills
Prepare to demonstrate your ability to analyse data and create performance reports. Bring examples of how you've used Excel to prepare MI reports or any other relevant metrics that showcase your analytical prowess.
â¨Communicate Effectively
Since this role requires strong interpersonal skills, practice articulating your thoughts clearly and concisely. Think about how you can convey complex information in a straightforward manner, especially when discussing past experiences with operational teams.
â¨Prioritisation is Key
Be ready to discuss how you prioritise workloads in a dynamic environment. Prepare examples of situations where you had to manage multiple tasks and how you ensured that service levels were maintained while meeting customer demands.