At a Glance
- Tasks: Balance performance and service levels in a dynamic contact centre environment.
- Company: Progressive contact centre based in Cardiff with a hybrid working model.
- Benefits: Competitive salary, bonus, corporate benefits, and flexible working options.
- Other info: Great opportunity for career growth in a supportive environment.
- Why this job: Join a growing team and make a real impact on customer service delivery.
- Qualifications: Experience in contact centre Real Time Analysis and WFM tools is essential.
The predicted salary is between 30000 - 35000 £ per year.
Are you an experienced contact centre Real Time Analyst with experience of using WFM tools, working collaboratively with operational teams to balance on the day performance against service levels and customer contacts across different channels? If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join their progressive and growing contact centre that operates across multiple contact channels. Based in Cardiff city centre, my client offers a hybrid working model of 3 days onsite and 2 from home across a Monday to Friday working pattern. £30,000 - £35,000 (Based on Experience) + Bonus + Corporate Benefits.
Key Role Purpose & Responsibilities
- Contribute towards achieving service level targets by balancing actual contacts with forecast and on-the-day 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 intra-day performance reports and information packs 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 hands-on 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 on the day and live performance 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.
Real Time Planning Analyst - 12 Month Contract. Job in Cardiff LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join a dynamic and forward-thinking contact centre in the heart of Cardiff, where you will thrive in a collaborative environment that prioritises employee growth and well-being. With a hybrid working model, competitive salary, and a range of corporate benefits, this role as a Real Time Planning Analyst offers you the chance to make a meaningful impact while enjoying a supportive work culture that values your contributions. Embrace the opportunity to develop your skills and advance your career in a company that is committed to excellence and innovation.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Planning Analyst - 12 Month Contract. Job in Cardiff LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles on LinkedIn. A friendly chat can give you insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to Real Time Planning. Think about your past experiences and how they align with the job description. We want you to shine!
✨Tip Number 3
Show off your skills! If you’ve got experience with WFM tools, be ready to discuss specific examples of how you’ve used them to improve performance. We love seeing real-life applications!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. We’re all about making connections!
We think you need these skills to ace Real Time Planning Analyst - 12 Month Contract. Job in Cardiff LilyLifestyle Jobs
Some tips for your application 🫡
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 don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re 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-have, consider including a brief mention of your proficiency in your application. If you’ve created reports or managed data, let us know how you did it!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity in Cardiff!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨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 previous roles.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical abilities, especially with Excel. Think of examples where you've created performance reports or managed KPIs, and be ready to explain how your insights helped improve operations.
✨Communicate Effectively
Since this role involves working closely with operational teams, practice your communication skills. Be prepared to share examples of how you've collaborated with others to optimise resource allocation and meet customer demand.
✨Prioritisation is Key
Think about times when you've had to prioritise workloads in a dynamic environment. Be ready to discuss your approach to managing multiple tasks and how you ensure that service levels are maintained even under pressure.
