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- Tasks: Manage real-time performance and optimise schedules in a dynamic contact centre environment.
- Company: Join a people-centric contact centre known for its collaborative culture.
- Benefits: Enjoy a competitive salary, broad benefits package, and flexible hybrid working.
- Why this job: Make a real impact by ensuring service levels are met and operations run smoothly.
- Qualifications: Experience in contact centre resource planning and proficiency with WFM tools required.
- Other info: Great career growth opportunities in a supportive team atmosphere.
The predicted salary is between 24000 - 30000 £ per year.
Longreach Recruitment are working with an exceptionally well-regarded and people centric contact centre to recruit a Contact Centre Real Time / Planning Analyst with experience of contact centre resource planning and real time methodologies including the use of WFM tools.
This is an interactive role where you’ll be working closely with Contact Centre Operations – you’ll be a collaborative and supportive professional who excels in interacting within the contact centre to ensure Service Level targets are met, schedules are optimised and offline activities are managed effectively.
The position provides a salary between £28,000 - £30,000 + Broad Benefits Package. We are offering a flexible hybrid working model of 2 days onsite in modern offices located in West Sussex with staff parking available and within a 5 minute walk from a mainline train station.
Key Role Purpose & Responsibilities
- Real Time - manage and monitor ‘on day’ performance and adherence to schedules.
- Provide performance reports to highlight areas of improvement or success against SLA.
- Create short term schedules and manage their release, optimisation and adherence to plan.
- Work closely with Operations to ensure they are supported from a Resource Planning & Real Time perspective.
- Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions.
- Maintain accurate administration of the WFM platform.
What Have You Done Before? What Do You Need to Demonstrate?
Applicants MUST have current or recent experience of working within a contact centre Resource Planning or Real Time function.
Key Skills & Experience Will Include
- Experience utilising WFM tools within a contact centre Resource Planning environment (Verint, Calabrio, Nice / IEX, Aspect, Teleopti).
- Strong teamwork ethos with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
- Competent knowledge of using Excel / Google sheets to produce performance reports.
- Strong knowledge within contact centre resource planning, real time management and scheduling.
- Excellent interpersonal and relationship management skills with a proactive ‘people first’ approach.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.
Contact Centre Real Time / Planning Analyst in London employer: theforum.social - jobboard
Contact Detail:
theforum.social - jobboard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Real Time / Planning Analyst in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the contact centre industry and let them know you're on the hunt for a role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Get social! Follow companies you're interested in on LinkedIn and engage with their posts. This not only shows your interest but also helps you stay updated on any job openings they might share.
✨Tip Number 3
Prepare for interviews by practising common questions related to resource planning and real-time management. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team!
We think you need these skills to ace Contact Centre Real Time / Planning Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Contact Centre Real Time / Planning Analyst. Highlight your experience with WFM tools and any relevant skills that match the job description. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experience makes you the perfect fit. We love seeing enthusiasm and a personal touch!
Showcase Your Teamwork Skills: Since this role involves working closely with operations, make sure to highlight your teamwork ethos in your application. Share examples of how you've collaborated effectively in past roles – we value a 'people first' approach!
Apply Through Our Website: Don't forget to apply through our website for the best chance of getting noticed! It’s the easiest way for us to keep track of your application and ensure it reaches the right people. We can’t wait to hear from you!
How to prepare for a job interview at theforum.social - jobboard
✨Know Your WFM Tools
Make sure you brush up on your experience with Workforce Management (WFM) tools like Verint or Calabrio. Be ready to discuss how you've used these tools in previous roles, as this will show your familiarity and expertise in resource planning.
✨Showcase Your Teamwork Skills
Since this role requires strong collaboration with the Contact Centre Operations team, prepare examples of how you've successfully worked in a team environment. Highlight any situations where your teamwork led to improved performance or efficiency.
✨Prepare Performance Reports
Get comfortable with Excel or Google Sheets, as you'll need to produce performance reports. Bring along examples of reports you've created in the past, and be ready to explain how they contributed to meeting service level targets.
✨Demonstrate Your People Skills
This role is all about interaction, so think of instances where you've effectively managed relationships within a team. Prepare to discuss how your proactive, 'people first' approach has positively impacted your work environment.
