Workforce Planner

Red Recruitment is recruiting an experienced Workforce Planner to join an industry leading client in the Surrey region.

You'll work in a dynamic environment where change is embraced, and your ideas can make a real difference.

The Real-Time Analyst is responsible for monitoring and managing intraday performance and staffing levels to ensure service level agreements (SLAs) are met. They act as the central point of contact for real-time adjustments and provide actionable insights to optimise operational efficiency.

The RTA acts as the "the eyes on the floor", providing real-time insights.

Salary and Benefits of a Workforce Planner:

Salary: Competitive Salary Hours: Monday - Friday Contract Type: Permanent Location: Surrey On going training and professional enhancement opportunities Pension plan

Key Responsibilities of a Workforce Planner:

Intraday Monitoring: Track call, chat and email volumes, agent availability, and queue activity in real time. Monitor adherence to schedules and escalate deviations. Workforce Management Support: Collaborate with schedulers and forecasters to adjust staffing plans. Recommend overtime or shift changes as needed. Reporting & Communication: Provide hourly/daily performance reports to stakeholders. Communicate with team leads regarding staffing gaps or SLA risks. System Management: Use WFM tools to manage schedules and real-time data. Ensure accurate...