Real Time Scheduling Analyst

Real Time Scheduling Analyst

About the company

World Travel Holdings UK — the UK division of WTH the world's largest cruise agency

  • – the UK’s fastest growing cruise retail brand and the home of the award winning Cruise Concierge Service
  • – Europe’s largest seller of ultra-luxury cruises
  • – the UK’s fastest growing seller of river cruises

Summary of the Role

Department – Sales & Service

Reports to – Resource & Planning Manager

Location – Chorley

Hours – Monday to Friday – 8.30am - 10pm

Salary - £16,000 – £21,000 dependent on experience 

The Real-Time Analyst is a varied role with responsibilities across all disciplines of Resource and Planning, including Forecasting, Scheduling and MI. The Real Time Analyst will be required to deliver demand & resource forecasting, scheduling, shift management and reporting to achieve the business requirements.


  • Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
  • Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
  • Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
  • Reporting performance to management, to enable them to make timely decisions about planned off line activities and outages
  • Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
  • Manage advisor skill groups and balance resources to achieve target KPI’s
  • Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels
  • Help to identify skill set shortages for short-term training requirements
  • Maintaining positive relationships with all departments to ensure that joint goals are met
  • Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI’s are achieved
  • Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs.
  • Updates and maintains scheduling database with current information.

Apply here

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