Real time analyst

• Reporting to the Head of Business Planning the individual will assist in the build production maintenance development and communication of highquality accurate workforce management data and staff schedules across various campaigns through the effective use of planning reviewing and analytical skills and toolsets.
• Manage and maintain all workforce management data and information updated effectively in times of change in line with the telephony system.
• Build and develop staff shifts and schedules within workforce management incorporating offline time requirements specific to each campaign.
• Generate staff schedules error checks and updates.
• Continuously update staff schedules via communications from operations teams and ensure that they are uptodate and fit for purpose.
• Generate and maintain staffing plans.
• Assist in the hosting of regular meetings to review Planning with the Operations highlighting potential issues and suggesting and implementing solutions.
• Develop and update operational recruitment plans and performance trackers.
• Support multiple contracts during team absences.
• Assist in the development of new MIS reports.
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• Strong interpersonal skills
• Excellent communication skills
• Outsourcing experience preferred or multiple stakeholder management experience.
• Microsoft Office literate aiming for expert standards.
• User level skill set Calabrio WFM (12month experience desirable)
• User level skill set 8x8 telephony platform (Config Manager agent skill management priority management)
• Analytical and reconciliation skills
• Commercial awareness of multiple contractual KPIs
• Service and costfocused.
• Proactive and flexible regarding working hours and workload
• Understanding of data analytics and lifecycles (desirable)
• Worked in a central Resource Planning function (desirable)
• Demonstrable track record of achievement in a Resource Planning environment (desirable)

telephony,management,communication,operations,analytics