Contact Centre Real Time Analyst

Real Time Planning AnalystAre you an experienced contact centre Real Time Analyst with experience of using WFM tools, working collaboratively with operational teams to balance on the day performance against service levels and customer contacts across different channels?If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join their progressive and growing contact centre that operates across multiple contact channels.Based in Cardiff city centre, my client offers a hybrid working model of 3 days onsite and 2 from home across a Monday to Friday working patternThe base salary is between £30000 - £35000 (Based on Experience) + Bonus + Corporate BenefitsKey Role Purpose & ResponsibilitiesContribute towards achieving service level targets by balancing actual contacts with forecast and on-the-day activity.Ensure adherence to schedules including blending or moving of staff across skillsets (shift slides/swops)Use WFM tools to schedule offline time for meetings, coaching and training, whilst minimising impact to planned Service LevelsProvide regular intra-day performance reports and information packs detailing KPI performance.Own, manage and coordinate the annual leave booking and allowance processSupport Operational teams to coordinate, optimise and ensure effective resource allocation to meet forecasted customer demand.What Have You Done Before? What Do You Need to Demonstrate?Current or prior experience of working within contact centre Real Time / Scheduling / Resource Planning position is essential.Key Skills & Experience Will IncludePrior hands-on knowledge with a Workforce Management tool (and ideally a telephony platform)Experience within a Resource Planning team in either a Real Time, Scheduling or Planning capacityExperience of supporting on the day and live performance within a contact centre environment.Ability to effectively prioritise workloads and outputs.Confident Excel skills to prepare and distribute MI / Performance reports.Concise, professional, and effective interpersonal and communication abilitiesCustomer and People first focus with the ability to prioritise effectively in a dynamic environmentPlease register your interest in the Real Time Analyst position by applying as directed.Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies.TPBN1_UKTJ