Real-Time & Resource Planning Analyst (Hybrid)

Longreach Recruitment; England; Hybrid; GBP 30,000 - 32,500; Full time

Job summary

Longreach Recruitment is looking for a Real Time / Planning Analyst in the United Kingdom with a salary between £30,000 and £32,500 plus a broad benefits package. This role emphasizes working within a collaborative contact centre environment to ensure service levels are met and schedules are managed effectively.

Ideal candidates will possess recent experience in contact centre resource planning with knowledge of WFM tools. The role offers a flexible hybrid working model, with modern offices located in West Sussex, just a short walk from the mainline train station.

Qualifications

• Current or recent experience in contact centre Resource Planning or Real Time function is essential.
• Competent in using Excel or Google Sheets for reporting.
• Strong knowledge of contact centre resource planning and scheduling.

Responsibilities

• Manage and monitor daily performance adherence to schedules.
• Provide performance reports highlighting areas for improvement.
• Create and optimize short-term schedules.
• Support Operations from a Resource Planning perspective.
• Manage offline activities such as team huddles and training.

Skills

Experience in contact centre Resource Planning

Proficient in WFM tools (Verint, Calabrio, Nice/IEX)

Teamwork and adaptability

Knowledge of Excel/Google Sheets

Interpersonal skills

Tools

Verint

Calabrio

Nice/IEX

Aspect

Teleopti

Job description

Longreach Recruitment is looking for a Real Time / Planning Analyst in the United Kingdom with a salary between £30,000 and £32,500 plus a broad benefits package. This role emphasizes working within a collaborative contact centre environment to ensure service levels are met and schedules are managed effectively.

Ideal candidates will possess recent experience in contact centre resource planning with knowledge of WFM tools. The role offers a flexible hybrid working model, with modern offices located in West Sussex, just a short walk from the mainline train station.