All Locations
Hemel Hempstead, Hybrid/Remote
Vacancy ID:
4786
Position
Administration
Advertising Salary
29,500 per annum, with some flexibility dependent on experience.
Careers Site Advertising End Date
01 Jul 2026
Vacancy Type
Permanent

About The Role

Do you have a passion for using data and insight to optimise resources, improve customer experiences, and drive operational excellence?

Role Summary

We are seeking a highly analytical and proactive Resource Planner & Real-Time Analyst to join our dynamic call centre team. This dual-role position is responsible for forecasting, scheduling, and real-time monitoring of contact centre performance to ensure optimal staffing levels and service delivery.

 Key Responsibilities

Reporting & Analysis

  • Produce regular reports on forecast accuracy, schedule efficiency, and staffing performance.
  • Identify and recommend improvements to planning processes and tools.
  • Support operational decision-making with data-driven insights.

Stakeholder Engagement

  • Work closely with Operations, HR, and Training teams to plan for new hires, training, and other off-phone activities.
  • Communicate clearly and effectively with stakeholders to ensure alignment on resource planning strategies.

Real-Time Analysis:

  • Monitor intraday performance metrics including call volumes, service levels, occupancy, and adherence.
  • Take immediate action to address staffing gaps, call spikes, or system outages.
  • Communicate with team leaders and operations to manage breaks, lunches, and other schedule adjustments in real time.
  • Escalate issues impacting service delivery and recommend solutions to mitigate risks.
  • Maintain real-time dashboards and ensure data accuracy across workforce management systems.
  • Telephony multi-channel skilling allocation to address real-time demands and customer prioritisation

 



About The Candidate

To be successful in this post you will need to demonstrate:

  • Have experience in workforce planning, forecasting, scheduling, or real-time management within a contact centre.
  • Be highly analytical with strong Excel and reporting skills.
  • Demonstrate expertise in workforce management systems such as NICE WFM.
  • Use data to drive operational decision-making and continuous improvement.
  • Monitor real-time performance and respond effectively to changing demand.
  • Build strong relationships with operational stakeholders.
  • Understand contact centre KPIs and workforce optimisation principles.
  • Manage competing priorities in a fast-paced environment.
  • Communicate complex information clearly and confidently.
  • Take a proactive, customer-focused approach to service delivery.

 

About Us

In return for your commitment, we will offer you some fantastic benefits:

  • Generous annual leave allowance with the ability to buy and sell - 27 days per year, plus bank holidays
  • A commitment to talent management & development
  • Values Star of the Month! -  Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers
  • Pension – We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme
  • Life Assurance
  • Group Income Protection
  • Wellbeing Programme
  • Employee Assistance Programme
  • Employee Engagement & discounts platform

About Us:

NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.

NHSP is committed to being an inclusive employer of choice, working with a variety of partner organisations which provide valuable insights and best practice. We are accredited as a Top Employer by the Top Employers Institute and recognised as one of the Sunday Times Best Places to Work. As part of our ongoing commitment to equity, diversity and inclusion, we have been awarded the  Race Equality Code Quality Mark and are a signatory of Disability Confident, Menopause Pledge and Mental Health at Work Commitment.

Equality, Diversity & Inclusion (EDI)

As part of our commitment to EDI, as well as having a number of related staff support networks and calendar of activities, NHS professionals is also working to the following aims:
 
  • To ensure we become an inclusive recruiter of choice, encompassing a fully diverse workforce, which truly reflects society
  • To proactively embed the EDI agenda, in a meaningful way, in all that it does 
  • To create a psychologically safe environment in which everyone can thrive and be at their best 
  • To actively support and Include disabled people as part of our commitment to the Disability Confident scheme, including offering an interview to applicants to who meet the minimum criteria and choose to apply under the scheme.
 
We particularly welcome applications from people from minority groups and will provide support to ensure an equitable process.
 
 
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