Real-Time WFM Analyst — Hybrid Contact Centre

ECS Resource Group; Birmingham; Hybrid; GBP 32,000 - 39,000; Full time

Job summary

ECS Resource Group is seeking a Workforce Management Analyst in Birmingham on a hybrid basis. The role focuses on real-time management of telephony performance, resource alignment, and service levels to ensure customer demand is matched with the right staffing.

The successful candidate will monitor live activity, adjust shifts and breaks intraday, and work with Team Leaders to maintain coverage and SLA adherence in a busy customer operations environment.

Qualifications

• Experience in Workforce Management and real-time analysis.
• Experience with intraday management and queue handling.
• Strong analytical and problem‑solving skills.
• Ability to interpret live operational data and act quickly.

Responsibilities

• Monitor live telephony performance, call volumes, queues and SLAs.
• Manage agent skills and call routing for effective coverage.
• Make real-time intraday adjustments to shifts, breaks and availability.
• Monitor service levels and abandonment rates; report performance.
• Identify risks and take corrective action in a timely manner.
• Collaborate with Team Leaders to handle changing demand.
• Provide clear staffing updates to stakeholders.
• Support improvements to WFM processes and telephony operations.

Skills

Real-Time Analysis

Intraday Management

Queue Management

Agent Scheduling

Data Analysis

Tools

WFM platforms

Telephony platforms

Job description

ECS Resource Group is seeking a Workforce Management Analyst in Birmingham on a hybrid basis. The role focuses on real-time management of telephony performance, resource alignment, and service levels to ensure customer demand is matched with the right staffing.

The successful candidate will monitor live activity, adjust shifts and breaks intraday, and work with Team Leaders to maintain coverage and SLA adherence in a busy customer operations environment.