Scheduling & Real Time Analyst

What you’ll be doing

• Responsible for generation and day to day maintenance of colleague schedules.

• Responsible for the generation and maintenance of short-term plans including shrinkage optimisation.

• Scheduling of offline activity for colleagues in line with staffing and service level requirements.

• Monitor real-time operational performance against key service metrics (e.g. service level, demand vs. capacity, queue health, AHT, shrinkage).

• Continuously track agent adherence and work closely with Team Leaders and Managers to address non-adherence and improve intraday performance.

• Provide proactive and timely communication to stakeholders on performance positions, risks, and actions being taken.

• Issue real-time alerts and escalation updates where performance is at risk or service degradation occurs.

• Assess and respond to unplanned events (e.g. spikes in demand, absence, system issues), ensuring impact is understood and mitigated.

• Maintain accurate tracking of intraday activities, including shrinkage events, outages, and exceptions.

• To update, track and maintain the holiday requests, attrition, and shrinkage in Calabrio (Workforce Management Software).

About you

• Experience working in scheduling and real time operational control environment (desirable but not essential).

• Strong ability to analyse data quickly and make informed decisions under pressure.

• Comfortable working in a fast-paced, highly reactive environment with changing priorities.

• Excellent communication skills, with the ability to translate data into clear and actionable messages for different audiences.

• Proactive and organised, with a strong sense of ownership and accountability.

• Confident engaging stakeholders at all levels, including Team Leaders and Managers.

• Resilient, adaptable, and able to remain calm under pressure.

• Comfortable with maintaining office presence to support operational needs.

• A continuous improvement mindset, with willingness to challenge and improve ways of working.

• Knowledge of Calabrio, Amazon Connect or similar product skills.

Interview process

This will be a one stage interview process, consisting of competency and behavioural based questions.