WFM Real-Time Analyst


CCA have an exciting opportunity for an experienced Workforce Management Real-Time Analyst to join our brand name client in Manchester. The WFM Real-Time Analyst will work closely with the intraday team and will be responsible for all short/mid-term performance management and resource allocation.

The ideal candidate should have a firm grasp on all areas of forecasting. The overall operational aim is to ensure service delivery to meet customer demands with the most effective use of planning resource and ensure the client utilise multiple technological channels to create the most efficient and successful customer journey.


Key Responsibilities:

• Provide Real-Time Analysis and expertise to support intraday workflow management and improved overall resource forecasting
• Assist in the forecasting, planning and scheduling of contact centre resources aiming for maximum cost efficiency and service level attainment
• Collating, processing and reporting on key performance data
• Support of management reporting and performance management
• To assist in the identification, creation and implementation of workflow initiatives encompassing people, workflow management and business planning
• BAU strategic management of predictive dialling equipment
• BAU management of back office on & offshore to maintain key KPI’s
• Plan essential non-core activities within agreed budgeted deductions allowances
• To implement and monitor change/improvements that impact on the contact centre workflow
• Production and Analysis of Key Call Centre MI for Inbound and Outbound telephony teams
• Contact Centre forecasting, planning and resource management inbound and outbound resources
• Service Level Management
• Maintenance of the Dialler and Inbound support


Key Criteria:

• High Level competency of MS Office (particularly MS Excel)
• Knowledge of Predictive Dialler Systems
• Experience in dealing with inbound telephony systems
• Knowledge of resourcing and planning – forecasting activity and scheduling
• Strong Analytical skills
• Self-Managing skills – the ability to make high level decisions without the need for supervision
• Multi-level communication encompassing verbal and written reports
• Forecasting and analytical skills in terms of managing operational workloads
• Proven ability to deliver accurate results quickly and effectively


If you would like to discuss this role in more detail (confidentially) then contact Chris Costello on or call on 0141 433 7050



LOCATION: Manchester

SECTOR: Planning & Analytics

CONTACT – Chris Costello

0141 433 7050


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