Real-Time Workforce Optimisation Analyst

The Methodist Church in Britain; United Kingdom; Híbrido; GBP 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave

Leave buy/sell up to 3 days

Civil Service pension schemes

Training and development opportunities

Family-friendly policies including job

Flex benefits and discounts

Paid paternity, adoption and maternity

Free annual sight tests

Descripción de la vacante

HM Courts & Tribunals Service in the United Kingdom is hiring for a permanent, full‑time Real-Time Resourcing Coordinator in the National Services Workforce Management Team. You will monitor live call volumes, compare them with forecasts, and steer team leaders to keep service levels on target.

The role requires a DBS Basic check, with core hours 08:00–17:00, some Saturdays, and hybrid working with occasional travel to other courts.

Formación

• Experience with live workload management and KPI tracking.
• Ability to interpret call/telephony data and forecasts.
• Strong organisational and communication skills.

Responsabilidades

• Deliver planned on‑the‑day activity and track volumes against forecasts across channels.
• Ensure teams follow plan and meet service standards.
• Monitor activity, report issues to leaders to protect KPIs and AHT.
• Analyse real‑time data to aid staffing decisions.
• Distribute inbound calls by staff availability and skills.
• Produce regular performance reports and trends.
• Address systems problems and reforecast as needed.
• Communicate changes and manage on‑the‑day requests.
• Collaborate with continuous improvement on call handling scripts.

Conocimientos

Real-time data analysis

Forecast tracking

Staff scheduling

Team communication

Performance reporting

Descripción del empleo

HM Courts & Tribunals Service in the United Kingdom is hiring for a permanent, full‑time Real-Time Resourcing Coordinator in the National Services Workforce Management Team. You will monitor live call volumes, compare them with forecasts, and steer team leaders to keep service levels on target.

The role requires a DBS Basic check, with core hours 08:00–17:00, some Saturdays, and hybrid working with occasional travel to other courts.