Planning Analyst - Contact Centre

Salary: £30,000–£40,000 (depending on experience) Contract: Permanent 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. Monitor intraday performance across all queues, channels, and sites. Manage schedule adherence, breaks, and off-phone activities in real time. Communicate service-impacting issues to operations, team leaders, and planning. Recommend actions to mitigate SLA risks (e.g., call rerouting, overtime, reallocations). Provide regular performance updates and post-day analysis to identify trends and improvement opportunities. Support short-term forecasting, reporting, and data accuracy checks. Collaborate with planning, operations, and IT to improve process and tool efficiency. Previous experience in a Real-Time Analyst, Service Analyst, or Workforce role within a contact centre or operations environment. Strong understanding of key contact centre metrics (AHT, ASA, occupancy, shrinkage, adherence). Confident using WFM tools and Excel or Power BI. Analytical mindset with good attention to detail and commercial awareness. Adaptable to changing business demands and capable of making fast, data-driven decisions. This is an excellent opportunity to join a growing, data-driven organisation where you’ll play a pivotal role in operational performance and workforce efficiency. You’ll be supported by an experienced planning team and gain exposure to broader workforce strategy, analytics, and digital transformation initiatives.