Workforce Management Specialist
1 month ago
Longreach Recruitment is supporting a leading global brand to recruit a Real Time Analyst for their expanding Workforce Management team.
The ideal candidate will have prior experience of working within a contact centre Resource Planning or Workforce Management team with exposure to real-time/intraday management and scheduling capabilities.
You'll have hands-on practical abilities with a WFM tool and be a confident communicator.
The role offers a competitive salary, bonus, and market-leading benefits package, including generous pension contributions, life insurance, and flexible benefits.
The position 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, and Cambridgeshire.
Key Responsibilities- 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, optimisation, 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.
- 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 to 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.
Please register your interest in the Real Time Analyst position by applying as directed.
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