Workforce Planning Analyst - Realtime, Scheduling, Workflow

Role overview

Real-time and intraday management

• Monitor intraday performance across calls, chats and back-office workloads, and coordinate actions to protect service levels.
• Move resources between activities, control off-phone time and sequence priority actions within agreed operational guardrails.
• Maintain real-time schedules and intraday controls, manage exceptions and keep intraday plans current.
• Support incidents and business interruptions with tier 1 troubleshooting, escalation and clear documentation.
• Contribute to daily operational routines, clarifying actions, owners and immediate next steps.

Scheduling and workflow

• Build, publish and maintain schedules, and manage schedule changes to reflect agreed operational inputs and constraints.
• Coordinate workflow allocation across queues, skills and channels for consistent execution and timely completion of work.
• Plan off-phone activities such as specialist meetings, coaching and department initiatives to protect service delivery and readiness.
• Maintain staffing lists and hierarchy changes so records remain current.
• Communicate schedule changes, allocation changes and intraday decisions with clear ownership and timing.

Required qualifications and skills

• Experience in real-time or intraday management, scheduling, and/or workflow management in a call or contact centre, with knowledge of core metrics and operating levers.
• Strong problem-solving, judgement and analytical skills, including translating data into practical operational actions.
• High proficiency in Microsoft Office: Excel is required, along with Word and PowerPoint.
• Attention to detail; ability to manage concurrent tasks, prioritise and deliver accurately under time pressure.
• Confident written and verbal communication, stakeholder influence and cross-team collaboration.
• Ability to operate in a fluid environment with changing priorities while maintaining control and stakeholder confidence.

Preferred qualifications and tools

• Workforce management tools for scheduling and/or real-time monitoring are preferred; tools may vary by assignment.
• Telephony/call routing and workforce management ecosystems such as Alvaria or equivalent are beneficial.
• Exposure to AWS/Amazon Connect, Salesforce, operational dashboards and data extracts is beneficial, depending on assignment.