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Real Time Planning & Scheduling Analyst

Location: Cardiff City Centre (Hybrid: 3 days on-site, 2 days remote)
Salary: £30,000–£35,000 (DOE) + Bonus + Benefits
Hours: Monday to Friday

Role Overview
We are looking for an experienced Real-Time Analyst to join a progressive, multi-channel contact centre. You will be responsible for managing intraday performance, ensuring service levels are achieved, and optimising resource allocation using Workforce Management (WFM) tools.

Key Responsibilities

* Monitor and adjust schedules to maintain service level targets.

* Manage real-time staffing, including skillset adjustments and shift changes.

* Schedule offline activities (meetings, coaching, training) with minimal impact on SLAs.

* Produce timely intraday performance reports and KPI summaries.

* Oversee annual leave booking and allowance processes.

* Work closely with operational teams to optimise resource deployment against forecasted demand.

Essential Experience & Skills

* Proven experience in Real-Time, Scheduling, or Resource Planning within a contact centre.

* Hands-on experience with WFM tools (and ideally telephony platforms).

* Strong Excel skills for MI and performance reporting.

* Ability to prioritise effectively in a fast-paced environment.

* Excellent communication and stakeholder management skills.

About Us
Longreach Recruitment is a trusted specialist in Resource Planning, WFM, Analytics, and Customer Communication Technologies across the UK & EMEA