Are you looking for a new opportunity to use your skills in Workforce Planning?

As a Workforce Planning Analyst - Real Time, Scheduling, Workflow you will have a variety of responsibilities which will vary by assignment and can include protecting service intraday, maintaining schedules, managing workflow allocation across queues, skills, and channels, and coordinating timely operational updates with stakeholders. You will partner closely with operational leaders and cross-functional teams to drive disciplined delivery, support recovery during incidents or unplanned events, and keep plans and actions aligned across the day.

This role is within our Workforce Planning team which supports a high-volume, multi-channel contact centre environment spanning calls, chats, and back-office workloads. Roles within the team focus on intraday / real-time service management, schedule build and maintenance, and workflow allocation. Depending on business need, the role may lean more heavily toward real-time, scheduling, workflow, or a blended scope, with a strong emphasis on day-to-day operational execution and stakeholder coordination.

The Workforce Planning team provides scheduling, real-time / intraday management, and the tools and ways of working needed to run day-to-day operations across Contact and Back-Office Centres. We work closely with operational leaders to manage intraday variability, coordinate actions, and maintain clear operational communications used to run the day.

Job responsibilities

The exact scope will depend on the role track (Real Time, Scheduling, Workflow) and business needs based on the following responsibilities for each area.

Real-time / intraday management

• Monitor intraday performance across calls, chats, and back-office workloads, and coordinate actions to protect service levels.

• Execute intraday controls, including moving resources between activities, controlling off-phone time, and sequencing priority actions in line with agreed operational guardrails.

• Maintain real-time schedules and intraday controls within the WFM and real-time tools, including managing exceptions and keeping intraday plans current.

• Support incident and business interruption response, including tier 1 troubleshooting, structured escalation, and clear documentation of impacts and actions taken.

• Facilitate (or contribute to) daily operational routines, ensuring actions, owners, and immediate next steps are clear.

Scheduling

• Build, publish, and maintain schedules, and manage schedule changes to reflect agreed operational inputs and constraints.

• Coordinate workflow allocation across queues, skills, and channels to support consistent execution and timely completion of work.

• Plan and influence the timing and participation of off-phone activities (for example, specialist meetings, coaching, and department initiatives) to protect service delivery while enabling operational readiness.

• Maintain staffing lists and hierarchy changes to ensure records remain current and usable for day-to-day operations.

• Provide clear operational communications on schedule changes, allocation changes, and intraday decisions, ensuring ownership and timing are unambiguous.

Required qualifications, capabilities and skills

• Experience in real-time / intraday management, scheduling, and/or workflow management within a call/contact centre environment, with working knowledge of core contact centre metrics and operating levers.

• Strong problem-solving capability and sound judgement, with the ability to translate data into practical operational actions.

• High proficiency in Microsoft Office (Excel required, and Word, PowerPoint).

• Strong attention to detail, with the ability to manage multiple concurrent tasks, prioritise effectively, and deliver accurately under time pressure.

• Confident communication skills (written and verbal), including the ability to influence stakeholders at different levels and work effectively across operations and partner teams.

• Comfortable operating in a fluid environment with changing priorities, while maintaining control, discipline, and stakeholder confidence.

Preferred qualifications, capabilities and skills

• Proficiency with workforce management tools for scheduling and/or real-time monitoring platforms (may vary by assignment).

• Working knowledge of telephony/call routing and workforce management ecosystems (for example, Alvaria, or equivalent), beneficial depending on assignment.

• Comfortable working with operational dashboards and data extracts for day-to-day monitoring and control.

• Exposure to relevant operational platforms (for example, AWS/Amazon Connect, Salesforce), beneficial depending on assignment.

• Strong collaboration and presentation skills, with the ability to align cross-functional groups around common definitions, priorities, and actions.

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