Resource Planning Analyst - Two days on site

Description

Real-Time Analyst (Intraday) – Contact Centre

Cactus Search are looking for a highly analytical Real-Time Analyst to manage live contact centre performance and ensure service targets are consistently met for one of the largest businesses in the UK in their Industry.

Two days on site in Slough and Three working from home.

The Role

You’ll oversee real-time operations across voice and digital channels, using live data to make quick decisions on staffing, queues, and priorities. You’ll play a key role in maintaining service levels, minimising risk, and keeping operations running smoothly.

Key Responsibilities

Monitor real-time performance and key metrics (Service Level, ASA, AHT, Abandonment)

Adjust staffing and schedules in response to demand

Manage queues, routing, and agent activity

Identify performance risks and take immediate corrective action

Communicate updates and recommendations to stakeholders

Handle operational incidents and coordinate recovery plansWhat We’re Looking For

Experience in a contact centre WFM or real-time environment xjnqpsq

Strong understanding of forecasting, scheduling, and intraday management

Advanced Excel skills and experience with WFM tools (e.g. Verint, NICE, Genesys, Calabrio)

Strong analytical mindset with the ability to act quickly under pressure

Confident communicator with stakeholder management skillsDesirable

Experience with Power BI or similar reporting tools

Ad ID: 5418079454