Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Monitor workloads, distribute tasks, and ensure SLAs are met in a supportive environment.
- Company: Join a leading EAP and OH provider recognized as one of the 'Best Places to Work'.
- Benefits: Enjoy career growth opportunities, financial backing for expansion, and a supportive team culture.
- Why this job: Be part of a mission-driven company impacting millions while advancing your career.
- Qualifications: No specific qualifications required; just bring your passion for helping others!
- Other info: Opportunity to work with a global group and contribute to meaningful client support.
The predicted salary is between 36000 - 60000 £ per year.
THE OPPORTUNITY This is a once in a career opportunity for an exceptional Resource Planning Manager to join a truly Service Led business, the company is an industry leading EAP and OH provider & Sunday Times ‘Best Places to Work’ organisation. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, they support over 80,000 organisations and 13 million lives across the UK & Ireland. Part of a global Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. THE ROLE You will be working within the Employee Assistance Programme (EAP) alongside the digital counselling team. You will monitor the workloads for the teams and distribute tasks to those teams, ensuring our SLAs are achieved. The role will involve administrative tasks to ensure that system information is accurate, and the work is correctly allocated. You may be required to respond to live chats and emails from clients, to assess and triage live chats while ensuring that clients are reassured of the support you are setting up for them. DAY TO DAY RESPONSIBILITIES 1. Working closely with Workforce Planning to monitor and manage workloads to ensure optimum SLA is achieved 2. To ensure teammates are adhering to rotas and daily plans as set by Workforce Planning 3. To take ownership and responsibility of the cases in the first instance and ensure the client can access the relevant support 4. Manage and distribute queries and enquiries across the digital counselling team. 5. Ensure that all notes are recorded accurately against the appropriate cases and all other client and live chat/email information is correctly captured on the database 6. Support the digital services by completing emails and live chats 7. Maintain and assess required productivity levels to ensure that the service provision is maintained, and service levels are achieved 8. Ensure that personal knowledge of the EAP is continually developing and that departmental procedures and protocols are always adhered to 9. To demonstrate an ability to confidently triage and create a safe space for a variety of individuals and presenting issues, including those who are distressed and at risk of harm to self or others 10. To provide an efficient and effective digital service to all service users WHAT YOU BRING TO THE TEAM 1. Excellent Attention to Detail 2. Ability to prioritise and work unsupervised as required 3. Excellent communication and written skills 4. Ability to provide great customer service 5. Ability to work to deadlines 6. Ability to work with telephony and IT systems 7. MS Office knowledge and experience BENEFITS 1. 25 days’ holiday, plus bank holidays 2. Day off on your birthday 3. Cash plan for you (and your children, if any) 4. Holidays increase after 2- and 5-years’ service 5. Contractual sick pay 6. Private medical insurance after 5-years’ service 7. Pension Plan and Life Insurance 8. Pension plan contributions increase after 5- and 7-years’ service 9. Holiday season bonus after 3 years’ service 10. Profit share scheme 11. Season ticket loan scheme 12. Cycle to work scheme 13. Access to Employee Assistance Programme 14. Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink – we call this ‘Fab Friday’ 15. Company incentives, access to discount schemes INDMANJ We will also accept applications from the following job titles: Workforce Planner, scheduler, Call centre planner, Workforce Planning, Resource planning, Real Time Analyst, Call Centre Real time analyst
Call Centre Real Time Analyst employer: The Portfolio Group
Contact Detail:
The Portfolio Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Real Time Analyst
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) relevant to call center operations. Understanding how SLAs are measured and what factors influence them will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Highlight any experience you have with workforce management tools or software. Being able to discuss specific tools you've used will show that you're prepared to hit the ground running in this role.
✨Tip Number 3
Prepare examples of how you've successfully managed workloads in previous roles. Be ready to share specific situations where you ensured SLAs were met, as this will illustrate your capability to handle the responsibilities of the position.
✨Tip Number 4
Research the company’s Employee Assistance Programme (EAP) and understand its impact on clients. Showing that you have a genuine interest in their services will set you apart from other candidates.
We think you need these skills to ace Call Centre Real Time Analyst
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Call Centre Real Time Analyst position. Understand the key responsibilities and required skills, as this will help you tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in resource planning, workload management, or customer service. Use specific examples that demonstrate your ability to meet SLAs and manage tasks efficiently.
Showcase Communication Skills: Since the role involves responding to live chats and emails, make sure to highlight your communication skills. Provide examples of how you've successfully interacted with clients or team members in past roles.
Tailor Your Application: Customize your CV and cover letter to reflect the values and mission of the company. Mention their status as a Sunday Times 'Best Places to Work' organization and express your enthusiasm for contributing to their success.
How to prepare for a job interview at The Portfolio Group
✨Understand the Role
Make sure you have a clear understanding of the responsibilities of a Call Centre Real Time Analyst. Familiarize yourself with concepts like SLAs, workload management, and resource planning to demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
Since the role involves responding to live chats and emails, be prepared to discuss your communication style. Provide examples of how you've effectively communicated with clients or team members in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past experiences where you had to manage workloads or resolve conflicts, and be ready to explain your thought process.
✨Research the Company Culture
This company is recognized as one of the 'Best Places to Work'. Research their values and culture, and be prepared to discuss how your personal values align with theirs. This will show your genuine interest in being part of their team.
