Workforce Management Real Time Analyst

We are seeking a highly analytical and proactive Real-Time Analyst to join our Workforce Management (WFM) team. This role will be instrumental in monitoring and optimizing real-time staffing, ensuring service level agreements (SLAs) are met, and addressing operational challenges as they arise. The Real-Time Analyst will work closely with operations, WFM, and leadership to drive efficiency, improve agent performance, and enhance customer experience.

Responsibilities

Real-Time Monitoring: Track live adherence, call volumes, and agent activity to ensure optimal workforce utilization; Dialer Management: Oversee and adjust outbound dialer settings to maximize efficiency and minimize idle time; Intraday Staffing Adjustments: Reallocate resources dynamically based on demand fluctuations and operational needs; SLA & KPI Management: Identify and mitigate risks related to SLAs, occupancy, and service levels; Incident Response: Act as the first point of contact for escalations related to workforce disruptions or system issues; Performance Reporting: Provide real-time insights and intraday reports to operations and leadership; Collaboration: Work closely with WFM planners, schedulers, and team managers to align staffing with business needs

Requirements

2+ years of experience in workforce management or related field; Strong analytical and problem-solving skills; Excellent communication and interpersonal skills; Proficient in Gsheets and other data analysis tools; Strong knowledge of WFM tools, real-time tracking software, and dialer management systems; Ability to work independently and as part of a team

Benefits

Hybrid working; Competitive salary; Matched pension contributions; Share options; Vitality Private Healthcare plus eyecare vouchers; Life Assurance; Monthly coaching sessions with Spill mental wellbeing partner; Enhanced holiday package plus Bank Holidays; 28 days annual leave; 1 day for wedding; 1 day off when moving house; 30 days annual leave after three years; 35 days annual leave after ten years; Option to buy 3 extra days of holiday per year; Work from abroad for a month; Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies; Bubble childcare support and discounted nanny fees; Latest tech (Macbook or Surface); Up to £500/€550 home office allowance; Generous learning and development budget; Regular social events; Refer a friend bonus scheme