Workforce Management Analyst

7 days ago

London Area, United Kingdom TechNET CxO Full time £30,000 - £40,000 per year

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 analysis to identify trends and improvement opportunities.
  • Support short-term forecasting, reporting, and data accuracy checks.
  • Collaborate with planning, operations, and IT to improve process and tool efficiency.

About You

  • Previous experience in a Real-Time Analyst, Service Analyst, or Workforce role within a contact centre or operations environment.
  • Strong understanding of key contact centre metrics (AHT, ASA, occupancy, shrinkage, adherence).
  • Confident using WFM tools and Excel or Power BI.
  • Excellent communication and problem-solving skills - calm under pressure and decisive.
  • Analytical mindset with good attention to detail and commercial awareness.
  • Adaptable to changing business demands and capable of making fast, data-driven decisions.
  • Healthcare or regulated industry experience is beneficial but not essential.

Why Apply

This is an excellent opportunity to join a growing, data-driven organisation where you'll play a pivotal role in operational performance and workforce efficiency. You'll be supported by an experienced planning team and gain exposure to broader workforce strategy, analytics, and digital transformation initiatives.

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