10213 - Real Time Workforce Analyst - National Services

Ministry of Justice; United Kingdom; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A government agency in the UK is seeking a Workforce Management professional to oversee real-time service delivery across various contact channels. The role demands strong analytical skills, experience in call centre management, and the ability to communicate effectively with team leaders. Ideal for individuals committed to public service, offering flexibility and the possibility of hybrid working arrangements.

Qualifications

• Ability to identify issues and develop appropriate solutions quickly.
• Understanding of performance and quality of call-handling.

Responsibilities

• Deliver the outlined plan for all on-the-day activity.
• Track actual volumes against expected forecasts.
• Work with team leaders to ensure service standards are met.

Skills

Expert technical and specialist knowledge in workflow and service analysis

Data analysis

Experience in performing WFM real-time management function

Understanding people behaviour

Good communication skills

Demonstrable experience of call centre Workforce Management

Previous scheduling and/or Workforce Management experience

Telephony & Erlang, WFM systems

Strong Microsoft Excel knowledge

Benchmarking and trending experience

Job description

Overview

Proud to serve. Proud to keep justice going.

If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).

About us

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice and is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

Our National Services Workforce Management Team (WFM) supports our Courts and Tribunal Service Centres (CTSCs) to deliver services through several jurisdictions known as ‘service lines’. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice.

Your role

This role, which reports to the Work Force Analyst Manager, is responsible for delivering the outlined plan for all on-the-day activity, tracking actual volumes against expected forecasts for all contact channels and ensuring the plan is being followed by National Service teams and working with team leaders to make decisions to ensure user service standards are met. The role will focus on the immediate short-term needs of National Services.

Your skills and experience

• Expert technical and specialist knowledge in workflow and service analysis - to be able to identify issues and develop appropriate solutions at pace to meet service needs.
• Data analysis to understand performance and quality of call-handling, recording key events, behavioural patterns and performance variances in the centre log at the end of shifts for use in discussions with team leaders to address issues.
• Experience in performing WFM real-time management function.
• Understanding people behaviour and the impact of stress upon performance.
• Understanding of employment, TU and contractual limitations.
• Good communication skills with the ability to actively interact with team leaders and staff.
• Demonstrable experience of call centre Workforce Management is required.
• Previous scheduling and/or Workforce Management experience is required.
• Telephony & Erlang, WFM systems, Strong Microsoft Excel knowledge, Internet experience essential.
• Benchmarking and trending experience

If you are ready to take on a challenging and rewarding role apply today.

For a full job description, please read the supporting document before applying.

Further details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Ways of working

Standard full time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business.

HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. A minimum of 30 hours per week will be required for this role.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Occasional travel to other courts

For this post, occasional travel to other National Services sites may be required.

Skilled Worker Visa

From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas.This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you do not meet the new eligibility criteria for sponsorship (or the transitional provisions), you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.