Real-Time Workforce Analyst – Public Sector

Ministry of Justice; National (WA); Hybrid; USD 37.000 - 53.000; Vollzeit

Zusammenfassung

HM Courts & Tribunals Service (HMCTS) seeks a National Workforce Management Real Time Analyst. You will monitor on-the-day activity, track volumes against forecasts, and ensure service standards are met across contact channels.

Collaborate with site leaders to optimize resources and maintain KPIs and AHT. You will generate daily to monthly performance reports, provide insights, and work with the continuous improvement team on process refinements.

Qualifikationen

• Experience reading real-time dashboards and data.
• Ability to generate daily/weekly/monthly reports.
• Strong numeracy and problem-solving skills.

Aufgaben

• Deliver plan for on-the-day activity and monitor volumes.
• Provide data and reporting issues to team leaders and Head of Operations.
• Analyse real-time data using listen-in and telephony data.
• Monitor inbound call traffic and allocate workload by staff availability and skills.
• Create performance reports and identify actions to meet KPIs and service levels.
• Forecast and re-optimize plans to maintain service delivery during peak demand.
• Coordinate with scheduling and team leaders on changes and on/ off-phone activities.
• Support development of call-handling scripts for frontline staff.
• Produce regular centre data reports to aid resourcing decisions.

Kenntnisse

Real-time data

Forecasting

Performance reports

Cross-team comms

Telephony data

Jobbeschreibung

HM Courts & Tribunals Service (HMCTS) seeks a National Workforce Management Real Time Analyst. You will monitor on-the-day activity, track volumes against forecasts, and ensure service standards are met across contact channels.

Collaborate with site leaders to optimize resources and maintain KPIs and AHT. You will generate daily to monthly performance reports, provide insights, and work with the continuous improvement team on process refinements.