Workforce Management Real Time Analyst

The role

The Real-Time Analyst will monitor and optimize real-time staffing to ensure service level agreements are met. This role works with operations, WFM, and leadership to drive efficiency and improve agent performance.

What you will do

• Track live adherence, call volumes, and agent activity to ensure optimal workforce utilization.
• Oversee and adjust outbound dialer settings to maximize efficiency and minimize idle time.
• Reallocate resources dynamically based on demand fluctuations and operational needs.
• Identify and mitigate risks related to SLAs, occupancy, and service levels.
• Act as the first point of contact for escalations related to workforce disruptions or system issues.
• Provide real-time insights and intraday reports to operations and leadership.
• Work closely with WFM planners, schedulers, and team managers to align staffing with business needs.

Required qualifications

• 2+ years of experience in workforce management or related field
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficient in Gsheets and other data analysis tools
• Strong knowledge of WFM tools, real-time tracking software, and dialer management systems.
• Ability to work independently and as part of a team

Benefits

• Hybrid working
• Competitive salary
• Matched pension contributions
• Share options
• Vitality Private Healthcare
• Eyecare vouchers
• Life Assurance
• Monthly coaching sessions with Spill
• Enhanced holiday package, plus Bank Holidays
• 28 days annual leave
• 1 day for your wedding
• 1 day off when you move house

About the company

Carwow Group is an online car-changing destination with brands including Carwow, Auto Express, evo, Driving Electric and Car Buyer. The group employs 500 people across the UK, Germany, Spain and Portugal.