Real Time Analyst
2 weeks ago
Job Description Longreach Recruitment are supporting an established, well regarded and instantly recognisable global brand to recruit a Real Time Analyst for their expanding Workforce Management team.
Interested applicants MUST possess prior experience of working within a contact centre Resource Planning or Workforce Management team with exposure to real time / intraday management and ideally some scheduling (short term / on the day) capabilities.
You’ll have hands-on practical abilities with a WFM tool and be a confident communicator.
incorporating very generous Pension contributions, Life Insurance x 10 salary & broad flexible benefits The role is offered with hybrid working, 2 days per week onsite with the remainder from home, operating Monday to Friday with a 35-hour working week
Ideal candidate locations for this opportunity are Suffolk, North Essex, Cambridgeshire Key Role Purpose & Responsibilities
- Real Time - manage and monitor ‘on day’ performance and adherence to schedules.
- Provide performance reports to highlight areas of improvement or success against SLA.
- Create short term schedules and manage their release, optmisation and adherence to plan.
- Work closely with Operations to ensure they are supported from a Resource Planning & Real Time perspective.
- Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions.
What Have You Done Before? What Do You Need to Demonstrate?
Applicants MUST have current or recent experience of working within a contact centre Resource Planning or Real Time function. Key Skills & Experience Will Include
Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
Competent knowledge of using Excel produce performance reports.
Strong knowledge within contact centre resource planning, real time management and scheduling
Excellent interpersonal and relationship management skills with a proactive ‘people first’ approach
Experience utilising WFM tools within a contact centre Resource Planning / Real Time environment
Apply
Forecasting & Capacity Planning Analyst Are you an experienced contact centre Resource Planning professional with comprehensive experience of creating mid to long-term Forecast models and Capacity Plans to ensure accurate future demand profiling
Longreach Recruitment are hiring a Resource Planning & MI Manager for our clients’ multi-channel contact centre operation.The position would suite a Resource Planning professional with great capability of the ‘end to end’ planning process w
Registered Office:
Hawke House
Old Station Road
Loughton
Essex
IG10 4PL
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