Scheduling & Real Time Analyst

An exciting opportunity has arisen to join the Service Planning & Performance team as part of the scheduling and real-time monitoring function. As a Scheduling and Real Time Analyst, you'll be responsible for producing weekly resource scheduling plans to fit client requirements and operational standards as well as supporting the generation and maintenance of advisor schedules, short term plans and associated scheduling tasks, identifying emerging risks, and taking corrective action to stabilise service delivery. You will also be responsible for real-time performance oversight of operational delivery, ensuring service levels are protected through proactive monitoring, timely interventions, and clear stakeholder communication. You will play a critical role in maintaining service performance by providing scheduling & real time assistance, insight, managing exceptions, and coordinating planning to changing demand and operational conditions. What you'll be doing

  • Responsible for generation and day to day maintenance of colleague schedules.
  • Responsible for the generation and maintenance of short-term plans including shrinkage optimisation.
  • Scheduling of offline activity for colleagues in line with staffing and service level requirements.
  • Monitor real-time operational performance against key service metrics (e.g. service level, demand vs. capacity, queue health, AHT, shrinkage).
  • Continuously track agent adherence and work closely with Team Leaders and Managers to address non-adherence and improve intraday performance.
  • Provide proactive and timely communication to stakeholders on performance positions, risks, and actions being taken.
  • Issue real-time alerts and escalation updates where performance is at risk or service degradation occurs.
  • Assess and respond to unplanned events (e.g. spikes in demand, absence, system issues), ensuring impact is understood and mitigated.
  • Maintain accurate tracking of intraday activities, including shrinkage events, outages, and exceptions.
  • To update, track and maintain the holiday requests, attrition, and shrinkage in Calabrio (Workforce Management Software)., The role is based in our Bristol head office. This role is permanent, full time, 37.5 hours per week, Monday to Friday. You will be required on-site five days a week, but we do offer the flexibility to work from home when required.

    Experience working in scheduling and real time operational control environment (desirable but not essential).
  • Strong ability to analyse data quickly and make informed decisions under pressure.
  • Comfortable working in a fast-paced, highly reactive environment with changing priorities.
  • Excellent communication skills, with the ability to translate data into clear and actionable messages for different audiences.
  • Proactive and organised, with a strong sense of ownership and accountability.
  • Confident engaging stakeholders at all levels, including Team Leaders and Managers.
  • Resilient, adaptable, and able to remain calm under pressure.
  • Comfortable with maintaining office presence to support operational needs.
  • A continuous improvement mindset, with willingness to challenge and improve ways of working.
  • Knowledge of Calabrio, Amazon Connect or similar product skills.

    Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
    • To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

  • Discretionary annual bonus and annual pay review
  • 25 days holiday plus bank holidays and 1-day additional Christmas closure
  • Option to purchase an additional 5 days holiday
  • Flexible working options available, including hybrid working
  • Enhanced parental leave
  • Pension scheme up to 11% employer contribution
  • Income Protection and Life insurance (4 x salary core level of cover)
  • Private medical insurance
  • Health care cash plans - including optical, dental, and outpatient care
  • Health screening programme
  • Help@hand - confidential support including mental health counselling and remote GP
  • Wellhub - unlimited access to fitness providers and wellness coach sessions
  • Variety of travel to work schemes with bike storage and shower facilities
  • Inhouse barista and deli serving subsidised coffee and sandwiches
  • Two paid volunteering days per year
  • dependant on role level
  • only available to select during our annual benefits window, in November each year
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...