Workforce Management Analyst

16 hours ago


Greater London, United Kingdom TechNET CxO Full time

Job Description Real-Time Analyst Location : London Salary : £30,000–£40,000 (depending on experience) Contract : Permanent About the Role Our client is looking for a Real-Time Analyst to join their Workforce Planning team. This role is key to ensuring smooth day‑to‑day operations across multiple contact channels by monitoring live performance, managing adherence, and optimising staffing levels to meet service targets. The Real‑Time Analyst acts as the eyes and ears of the operation – analysing data in real time, identifying potential risks to service delivery, and making quick decisions to balance workload, resources, and performance. Key Responsibilities Monitor intraday performance across all queues, channels, and sites. Reforecast staffing requirements based on call and task volume fluctuations. Manage schedule adherence, breaks, and off‑phone activities in real time. Communicate service‑impacting issues to operations, team leaders, and planning. Recommend actions to mitigate SLA risks (e.g., call rerouting, overtime, reallocations). Maintain real‑time dashboards, reports, and alerts for key metrics (AHT, ASA, occupancy, shrinkage). Provide regular performance updates and post‑day ana... #J-18808-Ljbffr


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