Real-Time Scheduling & Performance Analyst

Hargreaves Lansdown PLC; West of England; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday

Hybrid working

Pension scheme 11%

Private medical insurance

Health care cash plans

Wellbeing support

Volunteer days

Job summary

Hargreaves Lansdown PLC is seeking a Scheduling and Real Time Analyst to join the Service Planning & Performance team at our Bristol head office. You will create weekly resource schedules, support advisor schedules, and maintain plans to meet client requirements and operational standards.

You will oversee real-time performance to protect service levels through proactive monitoring and timely interventions. The role involves generating and updating schedules, monitoring key metrics, and

Qualifications

• Experience in scheduling and real-time operational control environments.
• Strong ability to analyse data quickly and make informed decisions under pressure.
• Excellent communication skills with the ability to translate data into actionable messages.

Responsibilities

• Generation and day-to-day maintenance of colleague schedules.
• Generation and maintenance of short-term plans including shrinkage optimisation.
• Scheduling of offline activity for colleagues in line with staffing and service level requirements.
• Monitor real-time operational performance against key service metrics (service level, demand vs. capacity, queue health, AHT, shrinkage).
• Track agent adherence and work with Team Leaders to address non-adherence and improve intraday performance.
• Provide proactive and timely communication to stakeholders on performance positions, risks and actions.
• Issue real-time alerts and escalation updates when performance is at risk.
• Assess and respond to unplanned events to mitigate impact.
• Maintain tracking of intraday activities including shrinkage and outages.
• Update and maintain holiday requests, attrition and shrinkage in Calabrio.

Skills

Scheduling

Real-time monitoring

Data analysis

Stakeholder communication

Tools

Calabrio

Amazon Connect

Job description

Hargreaves Lansdown PLC is seeking a Scheduling and Real Time Analyst to join the Service Planning & Performance team at our Bristol head office. You will create weekly resource schedules, support advisor schedules, and maintain plans to meet client requirements and operational standards.

You will oversee real-time performance to protect service levels through proactive monitoring and timely interventions. The role involves generating and updating schedules, monitoring key metrics, and