Real-Time Workforce Management Analyst

Migrant Help; England; On-site; GBP 25,000 - 29,000; Full time

Job summary

A leading charity in the UK is seeking a Real-Time Workforce Management Analyst for a 6-month fixed-term role in Dover. The candidate will monitor workforce performance, making immediate adjustments to schedules and managing KPIs. Must possess experience in workforce management and strong analytical abilities. The position offers a salary starting at £25,710 with benefits such as additional annual leave and a non-contributory pension scheme. Closing date for applications is December 28, 2025.

Benefits

Enhanced family friendly provisions

Option to buy or sell up to 5 days of annual leave

Access to Perkbox with discounts

Wellbeing support

Non-contributory pension scheme with 8% employer contribution

Qualifications

• Demonstrable experience in workforce management with strong analytical skills.

Responsibilities

• Monitor intraday performance across multiple channels.
• Adjust agent schedules and routing strategies dynamically.
• Conduct intraday reporting and post-shift analysis.

Skills

Proficiency with WFM software

Understanding of telephony / skill routing

Contact centre metrics knowledge

Strong analytical skills

Job description

Migrant Help have an exciting opportunity to recruit a Real-Time Workforce Management Analyst to join our team!

Location:

Dover
Contract: 6 month fixed term (with potential to be extended or made permanent)
Salary: £25,710 - Increasing to £28,670 following successful completion of a 6 months probation period

About us:

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential.

The Real-Time Workforce Management Analyst role:

Part of the Eligibility Advice and Guidance Line (EAGL) Workforce Planning team, the Real-Time Workforce Management Analyst is a new and exciting role at Migrant Help. You will monitor and manage a workforce in real time to meet service level agreements and key operational goals. This role focuses on immediate, day to day operations within a rolling two week window, working closely with the long term planning and forecasting analyst and the Head of planning to deliver exceptional service to clients, while balancing the needs of our team leaders and advisors.

If you have demonstrable experience in workforce management with strong analytical skills, and are looking for an exciting role that makes a difference, we would love to hear from you!

Key responsibilities of our Real-Time Workforce Management Analyst:

• Monitor intraday performance across multiple channels (voice, chat, email), ensuring service levels, response times, and other KPIs are met.
• Track call volume, queue lengths, shrinkage, absenteeism, and agent availability in real time.
• Adjust agent schedules, and routing strategies dynamically to meet business needs.
• Partner with operations leaders to recommend and implement staffing or workflow changes as required.
• Provide timely communication and escalation of service level risks to stakeholders.
• Conduct intraday reporting and post-shift analysis to identify trends and areas for improvement.
• Collaborate with the wider WFM team to refine planning assumptions.
• Maintain real-time adherence monitoring and address deviations with supervisors.
• Support incident management during system outages or unplanned events.
• Create short term schedules and manage their release, optimisation and adherence to plan.
• Manage, schedule and own offline activities such as team huddles, training, and workshop sessions.

The experience and skills you need to become our Real-Time Workforce Management Analyst:

• Proficiency with WFM software (e.g., NICE, Verint, Genesys, Aspect, or similar).
• Understanding of telephony / skill routing.
• Solid understanding of contact centre metrics (AHT, ASA, service level, occupancy, shrinkage, adherence).
• Strong analytical skills with the ability to interpret data quickly and make sound recommendations.

Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process. Therefore:
• This post is subject to a Disclosure and Barring Service (DBS) check
• This post is subject to a Counter Terrorism Check (CTC) therefore applicants must:
• Be able to provide a valid passport (e.g. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain)
• Be able to provide continuous UK address history for the previous 5 years
• Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment

These are some of the benefits we offer:

• Our working week is 35 hours per week offering flexibility and work life balance
• Enhanced family friendly provisions
• Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).
• Option to buy or sell up to 5 days of annual leave
• Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions.
• Wellbeing support.
• Migrant Help offers employees a non-contributory pension scheme. Migrant Help pays 8% of employee salary into the pension scheme.

Closing Date:

28 December 2025

If you are interested in becoming our new Real-Time Workforce Management Analyst, please click 'APPLY' today. We look forward to hearing from you!

We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job

Please note this vacancy may close early depending on applications received

As part of your role, it is important you operate within Migrant Help's values: Protection, Diversity, Equality, Partnership, Innovation and Excellence.
Migrant Help is proud to be an equal opportunities employer.