Workforce Management Analyst

Real-Time Analyst

Location: London

Salary: £30,000–£40,000 (depending on experience)

Contract: Permanent

About the Role

Our client is looking for a Real-Time Analyst to join their Workforce Planning team. This role is key to ensuring smooth day-to-day operations across multiple contact channels by monitoring live performance, managing adherence, and optimising staffing levels to meet service targets.

The Real-Time Analyst acts as the eyes and ears of the operation - analysing data in real time, identifying potential risks to service delivery, and making quick decisions to balance workload, resources, and performance.

Key Responsibilities

• Monitor intraday performance across all queues, channels, and sites.
• Reforecast staffing requirements based on call and task volume fluctuations.
• Manage schedule adherence, breaks, and off-phone activ...