Real Time Planning & Scheduling Analyst

Real Time Planning & Scheduling Analyst Location: Cardiff City Centre (Hybrid: 3 days on-site, 2 days remote) Salary: £30,000–£35,000 (DOE) + Bonus + Benefits Hours: Monday to Friday Role Overview We are looking for an experienced Real-Time Analyst to join a progressive, multi-channel contact centre. You will be responsible for managing intraday performance, ensuring service levels are achieved, and optimising resource allocation using Workforce Management (WFM) tools. Key Responsibilities * Monitor and adjust schedules to maintain service level targets. * Manage real-time staffing, including skillset adjustments and shift changes. * Schedule offline activities (meetings, coaching, training) with minimal impact on SLAs. * Produce timely intraday performance reports and KPI summaries. * Oversee annual leave booking and allowance processes. * Work closely with operational teams to optimise resource deployment against forecasted demand. Essential Experience & Skills * Proven experience in Real-Time, Scheduling, or Resource Planning within a contact centre. * Hands-on experience with WFM tools (and ideally telephony platforms). * Strong Excel skills for MI and performance reporting. * Ability to prioritise effectively in a fast-paced environment. * Excellent communication and stakeholder management skills. About Us Longreach Recruitment is a trusted specialist in Resource Planning, WFM, Analytics, and Customer Communication Technologies across the UK & EMEA