Realtime Planning Analyst - Hybrid Contact Centre

Pertemps; Brighton; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A leading staffing agency is seeking a Workforce Planner to join their team in Brighton. In this role, you will build demand forecasts and create schedules to ensure optimal resource allocation across various channels. The ideal candidate has hands-on experience in workforce planning and a strong knowledge of WFM systems. This position offers a hybrid working model after the initial month and a competitive salary between £35,000 and £38,000 based on experience.

Qualifications

• Hands-on experience with end-to-end workforce planning and real-time monitoring.
• Strong knowledge of WFM systems (Calabrio, Genesys, NICE, or similar).
• Confident use of tools like Google Sheets/Excel to work with large datasets.
• Great organisational skills and ability to juggle multiple priorities.
• Proactive mindset—someone who spots issues early.
• Background in a fast-moving, omnichannel contact centre.

Responsibilities

• Build accurate demand forecasts and capacity plans.
• Create and adjust daily and weekly agent schedules.
• Monitor KPIs and performance in real time.
• Analyse operational data to uncover insights.
• Keep stakeholders updated with clear, actionable information.
• Maintain and improve reporting for data-driven decisions.

Skills

End-to-end workforce planning

Real-time monitoring

Knowledge of WFM systems

Proficiency in Google Sheets/Excel

Great organisational skills

Proactive mindset

Tools

Calabrio

Genesys

NICE

Job description

A leading staffing agency is seeking a Workforce Planner to join their team in Brighton. In this role, you will build demand forecasts and create schedules to ensure optimal resource allocation across various channels. The ideal candidate has hands-on experience in workforce planning and a strong knowledge of WFM systems. This position offers a hybrid working model after the initial month and a competitive salary between £35,000 and £38,000 based on experience.