Real Time Planning & Scheduling Analyst

Real Time Planning & Scheduling Analyst

Location: Essex (Hybrid: 3 days on-site, 2 days remote)

Salary: £30,000–£35,000 (DOE) + Bonus + Benefits

Hours: Monday to Friday

Role Overview

We are hiring a contact centre experienced Resource Planning professional with a track record in Real Time performance management and some experience in Scheduling. Our client operates a progressive, multi‑site and multi‑channel contact centre across 4 UK locations. You will be responsible for managing ‘on the day and intraday’ contact centre performance, ensuring service levels are achieved, and optimising resource allocation using Workforce Management (WFM) tools. You’ll have the opportunity to develop Scheduling skills to support the broader Planning Team in allocating staff with the right skills to forecasted demand.

Key Responsibilities

• Create, publish, monitor and adjust schedules to maintain service level targets.
• Manage real‑time staffing, including skillset adjustments and shift changes.
• Schedule offline activities (meetings, coaching, training) with minimal impact on SLAs.
• Produce timely intraday performance reports and KPI summaries.
• Oversee annual leave booking and allowance processes.
• Work closely with operational teams to optimise resource deployment against forecasted demand.

Essential Experience & Skills

• Proven experience in Real‑Time, Scheduling, or Resource Planning within a contact centre.
• Hands‑on experience with WFM tools (and ideally telephony platforms).
• Competent Excel skills for MI and performance reporting.
• Ability to prioritise effectively in a fast‑paced environment.
• Excellent communication and stakeholder management skills.

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