Workforce Planner

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

Workforce Planner

Red Recruitment is recruiting an experienced Workforce Planner to join an industry leading client in the Surrey region. You'll work in a dynamic environment where change is embraced, and your ideas can make a real difference.

The Real-Time Analyst is responsible for monitoring and managing intraday performance and staffing levels to ensure service level agreements (SLAs) are met. They act as the central point of contact for real‑time adjustments and provide actionable insights to optimise operational efficiency.

The RTA acts as the "eyes on the floor", providing real‑time insights.

Salary and Benefits of a Workforce Planner

• Salary: Competitive Salary
• Hours: Monday - Friday
• Contract Type: Permanent
• Location: Surrey
• Ongoing training and professional enhancement opportunities
• Pension plan

Key Responsibilities of a Workforce Planner

• Intraday Monitoring: Track call, chat and email volumes, agent availability, and queue activity in real time; monitor adherence to schedules and elevate deviations.
• Workforce Management Support: Collaborate with schedulers and forecasters to adjust staffing plans; recommend overtime or shift changes as needed.
• Reporting & Communication: Provide hourly/daily performance reports to stakeholders; communicate with team leads regarding staffing gaps or SLA risks.
• System Management: Use WFM tools to manage schedules and real‑time data; ensure accurate data entry and system updates.
• Incident Response: Respond to system outages, spikes in volume, or other operational disruptions; coordinate with IT or support teams to resolve issues quickly.

Key Skills and Experience of a Workforce Planner

• Strong analytical and problem‑solving skills.
• Proficiency in WFM software (Calabrio WFM and/or 8x8 experience desirable) and Excel.
• Excellent communication and coordination abilities.
• Ability to work under pressure and make quick decisions.
• Prior experience in a contact centre or operations environment required.

If you are interested in this position as a Real‑Time Analyst and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)