*Role Purpose*

The Real Time Analyst / Planner is responsible for managing intraday performance and short- to medium-term workforce planning within the contact centre. The role ensures service level targets are met by monitoring real-time activity, analysing trends, and making proactive adjustments to staffing, schedules, and resources.

*Key Responsibilities*

*Real Time Management*

* Monitor real-time contact centre performance across all channels (voice, email, chat, digital).

* Track KPIs including service level, ASA, AHT, occupancy, adherence, and shrinkage.

* Take immediate action to address intraday variances.

* Manage schedule adherence and escalate issues where necessary.

* Provide real-time updates and guidance to operational leaders and team managers.

*Workforce Planning & Forecasting*

* Produce short- and medium-term forecasts based on historical data and trends.

* Build and maintain staff schedules aligned to forecasted demand.

* Support capacity planning including recruitment and training assumptions.

* Review forecast accuracy and continuously improve planning models.

*Reporting & Analysis*

* Prepare daily, weekly, and monthly performance reports.

* Analyse trends and identify root causes of variance.

* Provide recommendations to improve efficiency and customer experience.

*Stakeholder Collaboration*

* Work closely with Operations, Training, Quality, and HR teams.

* Support operational decision-making with data-led insights.

* Communicate risks and mitigation plans to senior stakeholders.

*Skills & Experience*

Essential

* Experience in a Real Time Analyst, Planner, or WFM role.

* Strong understanding of contact centre KPIs.

* Experience with WFM tools (NICE/IEX, Verint, Genesys, Calabrio).

* Advanced Excel skills.

* Strong analytical and communication skills.

*Desirable*

* Omnichannel contact centre experience.

* Knowledge of forecasting methodologies (e.g. Erlang).

* Experience supporting change or transformation projects.

*Personal Attributes*

* Highly organised and detail-oriented.

* Calm under pressure.

* Proactive and adaptable.

* Comfortable in a fast-paced environment.

*Working Pattern*

* Hours: 37.5 per week, 5 days over 7, on a 4-week rotation (covering 8am–8pm).

*Benefits:*

* Additional leave * Bereavement leave * Company events * Company pension * Cycle to work scheme * Discounted or free food * Employee discount * Enhanced maternity leave * Enhanced paternity leave * Free flu jabs * Free parking * Gym membership * Health & wellbeing programme * On-site parking * Paid volunteer time * Private dental insurance * Private medical insurance * Sabbatical * Sick pay * Store discount

Job Types: Full-time, Permanent

Pay: From £28,000.00 per year

Benefits: * Bereavement leave * Company pension * Cycle to work scheme * Employee discount * Free flu jabs * Free parking * Health & wellbeing programme * On-site parking * Sabbatical

Experience: * Real Time Analyst, Planner or WFM: 2 years (required) * Contact Centre: 2 years (preferred)

Location: * York YO32 9GZ (preferred)

Work Location: In person