Resource Planning Analyst

Cactus Search; Slough; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading recruitment agency in the United Kingdom is looking for a Real-Time Analyst to manage live contact centre performance. This role involves overseeing both voice and digital channels, ensuring that service targets are consistently met for a major business in the industry. Candidates should have experience in a contact centre environment, strong analytical skills, and be capable of making quick decisions under pressure. The position offers a mix of on-site and remote working opportunities.

Qualifications

• Experience in a contact centre WFM or real‑time environment.
• Strong understanding of forecasting, scheduling, and intraday management.
• Confident communicator with stakeholder management skills.

Responsibilities

• Monitor real‑time performance and key metrics.
• Adjust staffing and schedules in response to demand.
• Identify performance risks and take immediate corrective action.

Skills

Contact centre experience

Forecasting

Scheduling

Analytical skills

Stakeholder management

Advanced Excel

Power BI

Tools

Verint

NICE

Genesys

Calabrio

Job description

Cactus Search are looking for a highly analytical Real‑Time Analyst to manage live contact centre performance and ensure service targets are consistently met for one of the largest businesses in the UK in their Industry.

Two days on site in Slough and three working from home.

The Role

You’ll oversee real‑time operations across voice and digital channels, using live data to make quick decisions on staffing, queues, and priorities. You’ll play a key role in maintaining service levels, minimising risk, and keeping operations running smoothly.

Key Responsibilities

• Monitor real‑time performance and key metrics (Service Level, ASA, AHT, Abandonment)
• Adjust staffing and schedules in response to demand
• Manage queues, routing, and agent activity
• Identify performance risks and take immediate corrective action
• Communicate updates and recommendations to stakeholders
• Handle operational incidents and coordinate recovery plans

What We’re Looking For

• Experience in a contact centre WFM or real‑time environment
• Strong understanding of forecasting, scheduling, and intraday management
• Advanced Excel skills and experience with WFM tools (e.g. Verint, NICE, Genesys, Calabrio)
• Strong analytical mindset with the ability to act quickly under pressure
• Confident communicator with stakeholder management skills
• Experience with Power BI or similar reporting tools