As the Workforce Planning Real Time Analyst, you are responsible for monitoring intraday performance, staffing levels, and schedule adherence to ensure service level targets are met. This role partners closely with operations leaders, schedulers and workforce planning teams to identify risks, make real-time adjustments, and support efficient resource allocation across customer contact channels. Key responsibilities Monitor real-time service performance, queue volumes, staffing levels and schedule adherence across channels. Identify intraday risks to service levels and recommend or implement timely staffing and schedule adjustments. Track attendance, shrinkage, absenteeism and unplanned leave impacts on daily operations. Communicate real-time performance insights, risks and recovery actions to operations leaders and key stakeholders. Manage intraday changes such as overtime, voluntary time off, break movements and skill reallocations. Analyse forecast versus actual performance and highlight emerging trends, gaps and root causes. Prepare and distribute intraday, end-of-day and performance variance reports. Support contingency planning for system outages, unexpected demand spikes and operational disruptions. Collaborate with forecasting and scheduling teams to improve planning assumptions and workforce efficiency. Maintain accurate records of real-time decisions, actions taken, and operational outcomes. About you Proven experience in workforce management, workforce planning or resource planning within a call centre or contact centre environment. Experience working with contact centre KPIs such as service level, average speed of answer, average handling time, abandonment, occupancy and adherence. Knowledge of workforce planning and resource optimisation. Experience with schedule and attendance management. We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. #J-18808-Ljbffr