Job Description

Role Purpose

The Real Time Analyst / Planner is responsible for managing intraday performance and short- to medium-term workforce planning within the contact centre. The role ensures service level targets are met by monitoring real-time activity, analysing trends, and making proactive adjustments to staffing, schedules, and resources.

Key Responsibilities

Real Time Management

Monitor real-time contact centre performance across all channels (voice, email, chat, digital). Track KPIs including service level, ASA, AHT, occupancy, adherence, and shrinkage. Take immediate action to address intraday variances. Manage schedule adherence and escalate issues where necessary. Provide real-time updates and guidance to operational leaders and team managers.

Workforce Planning & Forecasting

Produce short- and medium-term forecasts based on historical data and trends. Build and maintain staff schedules aligned to forecasted demand. Support capacity planning including recruitment and training assumptions. Review forecast accuracy and continuously improve planning models.

Reporting & Analysis

Prepare daily, weekly, and monthly performance reports. Analyse trends and identify root causes of variance. Provide recommendations to improve efficiency and customer experience.

Stakeholder Collaboration

Work closely with Operations, Training, Quality, and HR teams. Support operational decision-making with data-led insights. Communicate risks and mitigation plans to senior stakeholders.

Skills & Experience

Essential

Experience in a Real Time Analyst, Planner, or WFM role. Strong understanding of contact centre KPIs. Experience with WFM tools (NICE/IEX, Verint, Genesys, Calabrio). Advanced Excel skills. Strong analytical and communication skills.

Desirable

Omnichannel contact centre experience. Knowledge of forecasting methodologies (e.g. Erlang). Experience supporting change or transformation projects.

Personal Attributes

Highly organised and detail-oriented. Calm under pressure. Proactive and adaptable. Comfortable in a fast-paced environment.

Working Pattern

Hours: 37.5 per week, 5 days over 7, on a 4-week rotation (covering 8am-8pm).

Benefits:

Additional leave Bereavement leave Company events Company pension Cycle to work scheme Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Free parking Gym membership Health & wellbeing programme On-site parking Paid volunteer time Private dental insurance Private medical insurance Sabbatical Sick pay Store discount
Job Types: Full-time, Permanent

Pay: From 28,000.00 per year

Benefits:

Bereavement leave Company pension Cycle to work scheme Employee discount Free flu jabs Free parking Health & wellbeing programme On-site parking Sabbatical
Experience:

Real Time Analyst, Planner or WFM: 2 years (required) Contact Centre: 2 years (preferred)
Location:

York YO32 9GZ (preferred)
Work Location: In person