Workforce Planner

Workforce Planner

Red Recruitment is recruiting an experienced Workforce Planner to join an industry leading client in the Surrey region. You'll work in a dynamic environment where change is embraced, and your ideas can make a real difference.

The Real-Time Analyst is responsible for monitoring and managing intraday performance and staffing levels to ensure service level agreements (SLAs) are met. They act as the central point of contact for real‑time adjustments and provide actionable insights to optimise operational efficiency.

The RTA acts as the "eyes on the floor", providing real‑time insights.

• Salary
  :
  Competitive Salary
• Hours
  :
  Monday - Friday
• Contract Type
  :
  Permanent
• Location
  :
  Surrey
• Ongoing training and professional enhancement opportunities
• Pension plan

• Intraday Monitoring
  :
  Track call, chat and email volumes, agent availability, and queue activity in real time; monitor adherence to schedules and elevate deviations.
• Workforce Management Support
  :
  Collaborate with schedulers and forecasters to adjust staffing plans; recommend overtime or shift changes as needed.
• Reporting & Communication
  :
  Provide hourly/daily performance reports to stakeholders; communicate with team leads regarding staffing gaps or SLA risks.
• System Management
  :
  Use WFM tools to manage schedules and real‑time data; ensure accurate data entry and system updates.
• Incident Response
  :
  Respond to system outages, spikes in volume, or other operational disruptions; coordinate with IT or support teams to resolve issues quickly.

• Strong analytical and problem‑solving skills.
• Proficiency in WFM software (Calabrio WFM and/or 8x8 experience desirable) and Excel.
• Excellent communication and coordination abilities.
• Ability to work under pressure and make quick decisions.
• Prior experience in a contact centre or operations environment required.

If you are interested in this position as a Real‑Time Analyst and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)