Job Description
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‑t...