Real Time and Workforce Analyst

Looking for a role where you can make a real difference in ensuring our customer service runs like clockwork? As a Real Time and Workforce Analyst in our award-winning Resource Planning Team, you'll be at the heart of making sure the right people are in the right place, at the right time. This is your chance to help keep our customer promise and play a key role in making sure our services are always running smoothly. You'll be optimising schedules and using real-time data to keep things running smoothly. Whether you're after full-time hours or something more flexible, this could be the perfect fit for you. Typical day as a Real Time and Workforce Analyst

• Oversee short-term forecasts and resource planning cycles, ensuring schedules are optimised to match forecast data.
• Monitor real-time trends, identifying and responding to 'hotspots' by adjusting schedules across inbound, outbound, email, and chat channels.
• Handle day-to-day changes to schedules, making sure service levels are maintained and all calls are answered within our agreed frameworks.
• Manage time-off requests and ensure productivity by keeping an eye on key metrics like call handling and wait times.
• Use Workforce Management software to gather data and create insightful reports that help inform planning decisions.
• Collaborate with our service delivery and maintenance teams, ensuring that resource needs are met for smooth customer service operations.
Imagine ending each day knowing you've made a positive impact on our customers' lives. You can do that here, working for one of the top ten Great Places to Work in the UK! You bring
• Strong experience with Workforce Management software, ideally in a contact centre setting, where you've handled planning and forecasting.
• Brilliant IT skills, especially in Excel, and the ability to pull and analyse data from systems like CRM and telephony tools.
• A solid understanding of contact centre KPIs like utilisation and shrinkage, with a sharp eye for the details that matter.
• A passion for improving customer service and always looking for ways to make things more efficient and effective.
• Experience balancing priorities and keeping services running smoothly across various channels like phone, email, and chat.
• A collaborative approach, working closely with colleagues and teams to ensure everyone is where they need to be, when they need to be.
Due to limits on our current certificates of sponsorship, we are not able to offer sponsorship to external candidates for this role. This remains under regular review. Our team Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You'll join our team, who come from different walks of life and are here to support you as you make yourself at Home! Job details
• Flexible working hours (or we're open to agreeing a work pattern with you)
• You'll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch for a haircut, you can use your flexi time to manage that!
• This is a hybrid role, and you'll spend 2 days in the office, 3 days working at.
  
  Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work!


• 34 days leave (this includes bank holidays and a "me day" to use whenever you fancy) increasing to 39, the option to buy 5 more, and time off for volunteering too!
• Health cash plan saving you from £1,140 pa. We'll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.
• Over 800 high street discounts on groceries, holidays and days out. Looking for a new phone, bike or car? Save money with us.
• Colleagues really matters to us, that's why we're the 10th Best place in the UK for Wellbeing. Our tools and support help you when you need them.
• We Grow Our Own colleagues (not literally of course!), when you're ready for the next step in your career, you can grow with us!
• Generous pension scheme with life insurance of 3 x salary. See our full range of benefits on our website.