Logo of Huzzle


Analyst - Workforce Management

Logo of Accenture


26d ago

💼 Graduate Job


🤑 £29K

AI generated summary

  • You must have scheduling & realtime management experience for voice accounts, statistical background, proficiency in WFM tools, strong analytical skills, & ability to thrive in a fast-paced environment.
  • You will optimize schedules, analyze data, monitor performance metrics, and collaborate with stakeholders to ensure workforce efficiency and address operational challenges in real-time.

Graduate Job



  • The role of Scheduling and Real-Time Analyst is pivotal in ensuring smooth operations by creating accurate schedules, monitoring real-time performance, and making data-driven decisions to enhance productivity and customer satisfaction. The Scheduling and Real-Time Analyst is responsible for developing optimized schedules for our workforce while continuously monitoring real-time performance metrics. By leveraging data analysis and forecasting techniques, the analyst ensures that staffing levels align with operational demands, contributing to overall efficiency and cost-effectiveness.


  • Experience on Scheduling and Realtime management for voice account
  • Statistics background preferable
  • Proven experience in workforce management, scheduling, or operations analysis.
  • Proficiency in workforce management software and tools e.g., WFM tools, Excel . Knowledge in Genesys workforce management tool and CCpulse telephony will be an added advantage.
  • Strong analytical and problem solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast paced and dynamic environment.
  • Ability to prioritize tasks, manage time effectively, and work well under pressure

Area of Responsibilities



  • Schedule Optimization:
  • Provide analytical and strategy support to business and WFM individuals.
  • Ensure completeness of deliverables as required and document results and present findings to management.
  • Workforce Planning for Short term and long term
  • Scheduling resources as per demand
  • Suggest and implement optimization opportunities.
  • Diagnose and resolve complex to moderate issues.
  • Act as an SME for the functional area
  • Real-Time Monitoring:
  • Monitoring real-time performance metrics
  • Identifying and addressing deviations from planned schedules
  • Communicating with supervisors and agents to manage real-time staffing adjustments
  • Data Analysis and Reporting:
  • Analyzing workforce data to identify trends and patterns.
  • Generating reports on scheduling efficiency and performance metrics
  • Recommending improvements based on data insights.
  • Provide data driven root cause analysis
  • Stakeholder Collaboration:
  • Collaborating with supervisors, team leaders, and other departments to address scheduling conflicts and operational challenges.
  • Participating in meetings to provide insights and recommendations for improving workforce management processes.
  • Demonstrate a commitment to excel and perform to the highest standard
  • Develop and maintain working relationships and work well with all levels of management, business partners, and team members.
  • Challenges:
  • Balancing staffing levels with fluctuating demand patterns.
  • Anticipating and responding to unforeseen events or disruptions in real-time.
  • Ensuring compliance with labor laws and company policies while optimizing schedules.
  • Collaborating with various stakeholders to address scheduling conflicts and operational challenges.
  • Adapting to evolving business needs and technological advancements in workforce management software.
  • Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations.
  • Identify opportunities to improve staff balancing and overall operational and service level performance


Work type

Full time

Work mode





29000 GBP


  • 25 days annual leave plus bank holiday entitlement
  • A variety of Health and Wellbeing benefits
  • Employee Share Purchase Plan
  • Excellent Pension scheme and medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms
  • Employee discounts
  • Three days paid leave per year for charitable work of your choice
  • Excellent employee referral programme with generous bonus payments for introduction