23487 - Workforce Management Real Time Analyst

The Methodist Church in Britain; United Kingdom; Híbrido; GBP 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave

Leave buy/sell up to 3 days

Civil Service pension schemes

Training and development opportunities

Family-friendly policies including job

Flex benefits and discounts

Paid paternity, adoption and maternity

Free annual sight tests

Descripción de la vacante

HM Courts & Tribunals Service in the United Kingdom is hiring for a permanent, full‑time Real-Time Resourcing Coordinator in the National Services Workforce Management Team. You will monitor live call volumes, compare them with forecasts, and steer team leaders to keep service levels on target.

The role requires a DBS Basic check, with core hours 08:00–17:00, some Saturdays, and hybrid working with occasional travel to other courts.

Formación

• Experience with live workload management and KPI tracking.
• Ability to interpret call/telephony data and forecasts.
• Strong organisational and communication skills.

Responsabilidades

• Deliver planned on‑the‑day activity and track volumes against forecasts across channels.
• Ensure teams follow plan and meet service standards.
• Monitor activity, report issues to leaders to protect KPIs and AHT.
• Analyse real‑time data to aid staffing decisions.
• Distribute inbound calls by staff availability and skills.
• Produce regular performance reports and trends.
• Address systems problems and reforecast as needed.
• Communicate changes and manage on‑the‑day requests.
• Collaborate with continuous improvement on call handling scripts.

Conocimientos

Real-time data analysis

Forecast tracking

Staff scheduling

Team communication

Performance reporting

Descripción del empleo

A permanent post in the National Services Workforce Management Team at HM Courts & Tribunals Service, an agency of the Ministry of Justice. The work is real-time resourcing: tracking live call volumes against forecasts and steering team leaders to keep service levels on target. It is full-time, with core hours of 08:00 to 17:00 and some Saturdays, and hybrid working is available, with occasional travel to other courts. The role needs a DBS Basic check and can only be worked from the UK.

What the job involves

• Deliver the planned on-the-day activity and track actual volumes against forecasts across all contact channels
• Check that National Services teams follow the plan and work with team leaders to meet user service standards
• Monitor on-the-day activity and challenges, reporting issues to team leaders and Heads of Operations to protect KPIs, service levels and average handling times
• Analyse real-time data, including listen-in and telephony data, to help team leaders manage resource
• Monitor inbound call traffic and distribute it by staff availability, skills and jurisdiction, logging activity and issues
• Develop, monitor and review performance reports and trends, recommending actions to team leaders
• Resolve systems problems affecting service and reforecast and re-optimise the plan where needed
• Communicate upcoming changes, manage on-the-day off-phone requests and make sure slots are filled
• Work with the continuous improvement team on call handling scripts for support and administrative staff
• Produce daily, weekly, monthly and ad hoc reports on historical and current centre data

What’s required

Checks & eligibility

• DBS Basic check
• Meet Civil Service nationality rules

Other

• Full-time working, with some Saturday and flexible hours
• Statement of Suitability showing how skills and experience meet the essential criteria in the role profile
• 250-word 'Experience' answer, explored further at interview

What’s offered

• 25 days annual leave, rising to 30 after five years' service
• Scheme to buy or sell up to three days' leave a year
• Choice of Civil Service pension schemes
• Training and development opportunities
• Family-friendly policies, including reduced hours and job share
• Paid paternity, adoption and maternity leave
• Flexible benefits, voluntary benefits and discounts
• Free annual sight tests for employees who use computer screens