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Real Time Planning & Scheduling Analyst

Job Posted: 2 days ago

Salary: £ 30,000 - 35,000 / Annum
Job Type: Permanent
Location: Cardiff, South Glamorgan

Expire in: a month

Job Description

Real Time Planning & Scheduling Analyst

Location: Cardiff City Centre (Hybrid: 3 days on-site, 2 days remote)
Salary: £30,000–£35,000 (DOE) + Bonus + Benefits
Hours: Monday to Friday

Role Overview
We are looking for an experienced Real-Time Analyst to join a progressive, multi-channel contact centre. You will be responsible for managing intraday performance, ensuring service levels are achieved, and optimising resource allocation using Workforce Management (WFM) tools.

Key Responsibilities

  * 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).

  * Strong Excel skills for MI and performance reporting.

  * Ability to prioritise effectively in a fast-paced environment.

  * Excellent communication and stakeholder management skills.

About Us
Longreach Recruitment is a trusted specialist in Resource Planning, WFM, Analytics, and Customer Communication Technologies across the UK & EMEA

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