Hybrid Real-Time Planning Analyst | WFM & Scheduling

Longreach Recruitment; Wales; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Longreach Recruitment is looking for a Real Time Planning Analyst in Cardiff. The role focuses on optimising contact centre performance through effective scheduling and reporting. Candidates must have experience with Workforce Management tools and strong Excel skills. This position offers a hybrid work model, combining three days in the office with two days working from home.

The base salary ranges between £30,000 and £35,000, depending on experience, plus a bonus and corporate benefits.

Qualifications

• Current or prior experience in a contact centre Real-Time, Scheduling or Resource Planning position is essential.
• Prior hands-on knowledge of a Workforce Management tool (ideally with a telephony platform).
• Confident Excel skills to prepare and distribute MI/Performance reports.

Responsibilities

• Contribute toward achieving service level targets by balancing actual contacts with forecast and on-day activity.
• Use WFM tools to schedule offline time for meetings, coaching and training.
• Provide regular intra-day performance reports and information packs detailing KPI performance.

Skills

WFM tools

Excel skills

Interpersonal communication

Resource allocation

Tools

Workforce Management tool

Job description

Longreach Recruitment is looking for a Real Time Planning Analyst in Cardiff. The role focuses on optimising contact centre performance through effective scheduling and reporting. Candidates must have experience with Workforce Management tools and strong Excel skills. This position offers a hybrid work model, combining three days in the office with two days working from home.

The base salary ranges between £30,000 and £35,000, depending on experience, plus a bonus and corporate benefits.