Real-Time Workforce Planner | Intraday Ops & Analytics

Red Recruitment; Walton-on-Thames; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking an experienced Workforce Planner in Walton-on-Thames, United Kingdom. In this role, you will be responsible for monitoring real-time performance and staffing levels to meet service level agreements. Key duties include tracking call volumes, collaborating on staffing strategies, and utilizing WFM tools to manage schedules. Ideal candidates will have strong analytical skills, proficiency in WFM software, and prior experience in a contact center environment. This position offers a permanent contract with competitive salary and ongoing training.

Benefits

Competitive salary

Ongoing training

Pension plan

Qualifications

• Strong analytical and problem-solving skills.
• Proficiency in WFM software and Excel.
• Ability to work under pressure and make quick decisions.

Responsibilities

• Track call, chat and email volumes in real time.
• Collaborate with schedulers and forecasters on staffing plans.
• Provide performance reports to stakeholders.
• Use WFM tools for schedule management and updates.
• Respond to operational disruptions and coordinate resolutions.

Skills

Analytical skills

WFM software proficiency

Communication skills

Coordination abilities

Quick decision-making

Tools

Calabrio WFM

Excel

Job description

A recruitment agency is seeking an experienced Workforce Planner in Walton-on-Thames, United Kingdom. In this role, you will be responsible for monitoring real-time performance and staffing levels to meet service level agreements. Key duties include tracking call volumes, collaborating on staffing strategies, and utilizing WFM tools to manage schedules. Ideal candidates will have strong analytical skills, proficiency in WFM software, and prior experience in a contact center environment. This position offers a permanent contract with competitive salary and ongoing training.