Contact Centre Real Time Planning Analyst

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 enjoys 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.

Ideal candidate locations for this opportunity are West Sussex, East Sussex, Surrey, South London, Kent

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, optmisation 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

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 & Workforce Management, Analytics, and Customer Contact Technologies.