Realtime Planning Analyst - Contact Centre

Cactus Search; England; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A contact centre consulting firm based in Brighton is seeking a skilled Workforce Planner to enhance planning and resource utilization across multiple communication channels. This role involves real-time data analysis, KPI monitoring, and stakeholder communication. The ideal candidate has experience in omnichannel environments and proficiency with workforce management systems. Salary ranges from £35k to £38k depending on experience, with a hybrid working model.

Qualifications

• Hands-on experience with workforce planning.
• Strong knowledge of WFM systems and omnichannel platforms.
• Ability to analyze large datasets.

Responsibilities

• Build demand forecasts and capacity plans.
• Create daily and weekly agent schedules.
• Monitor KPIs and performance in real time.
• Provide stakeholders with actionable updates.

Skills

Workforce planning

Real-time monitoring

Data analysis

Organizational skills

Problem-solving

Tools

Calabrio

Genesys

NICE

Google Sheets

Excel

Job description

Job Overview

This is a great opportunity to join a Workforce Planning team and play a key role in helping Contact Centre teams deliver their best. In this role, you'll be the go‑to person for making sure resources are used effectively so teams can hit their Service Delivery Plans. Your analysis and decision‑making will directly influence how well the operation meets its Service Level Agreements and overall performance goals.

You’ll add value by planning ahead, digging into performance data, and keeping stakeholders in the loop about what’s happening now and what’s coming next. You’ll also be responsible for creating and sharing agent schedules based on demand forecasts and targets, making sure the right people are available at the right time across Voice, Live Chat, Email, and Ticket channels.

This role is based in Brighton and will be working a Hybrid model after your first month: 4 days onsite, 1 day from home. Offering a salary of £35k – £38k dependent on experience. Working hours are Monday – Friday 8:45 am – 5:30 pm.

Duties

• Build accurate demand forecasts and capacity plans for all channels (Voice, Live Chat, Email, and Tickets).
• Create and adjust daily and weekly agent schedules to make the best use of resources.
• Monitor KPIs and performance in real time to ensure operations stay on track.
• Analyse operational data to uncover insights around utilisation, occupancy, and productivity.
• Keep stakeholders updated with clear, actionable information about performance and future outlooks.
• Maintain and improve reporting to support smart, data‑driven decisions.

Experience

• Hands‑on experience with end‑to‑end workforce planning and real‑time monitoring.
• Strong knowledge of WFM systems (Calabrio, Genesys, NICE, or similar) and omnichannel contact centre platforms.
• Confident use of tools like Google Sheets/Excel to work with large datasets and explain findings clearly.
• Great organisational skills and the ability to juggle multiple priorities, especially real‑time demands.
• A proactive mindset—someone who spots issues early and takes initiative to fix them.
• Background working in a fast‑moving, omnichannel contact centre is essential.