← back to vacancies

Resource Planning & Real Time Analyst

  • Location: Rotherham
  • Salary: £25,000 - £30,000 per annum
  • Contract Type: Permanent
  • Closing: 12 October 2020
  • Ref: 905856


  • Resource Planning & Real-Time Analyst
  • Rotherham
  • £25,000 - £30,000
  • 33 Days Holiday, Increasing holidays to an extra 5 days through length of service, Pension, Perkbox, Free Parking


  • Planning staffing level requirements, forecasting call volumes and creating optimised schedules
  • Monitoring adherence and effectiveness of schedules to continually improve and create accurate forecasts
  • Analysing data to provide opportunities to improve utilisation
  • Working with the contact centre management team to find efficiencies and drive operational improvements
  • Continuously analyse resource data to find opportunities to develop resource allocation across the operation
  • Tracking holiday schedules, shift change requests, and monitor new‐hire, holiday, and seasonal shift needs.
  • Ensure sufficient resource is available to meet workload demands whilst maintaining efficiency and profitability
  • Providing ‘real-time’ analysis to inform operational decision making and enable the efficient management of advisor availability so that KPI’s and SLA’s can be met
  • Analysing trends in call volumes to provide relevant feedback to the wider business, taking remedial action and contributing to the regular review of the planning process
  • Responsibility for ‘on the day’ operational updates to give a view on revised service level predictions and potential scenarios based on real-time performance, enabling contact centre managers to make informed management decisions.


  • Previous experience of real-time analyst role or similar planning role
  • Experience managing resource planning processes in a contact centre environment.
  • A detailed understanding of call centre dynamics, performance measures and processes.
  • Knowledge of workforce management tools.
  • Have strong data analysis skills and proficiency in using, SQL Reporting Services, MS Excel, other MI reporting tools and KPI metrics.
  • Strong planning and time management skills
  • Highly numerate with experience of gathering, interpreting, and analysing complex information and data.
  • The ability to communicate effectively with individuals at all levels

At Venatu Recruitment Group, your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: http://www.venatu.co.uk/privacy/

Share this job

Job Seekers Resources

can’t find what you’re looking for?

Why not let us match you with your perfect job?

send your CV
Back to top