Real-Time Workforce Management Analyst

Migrant Help  have an exciting opportunity to recruit a Real-Time Workforce Management Analyst to join our team!

Location:  Dover Contract:  6 month fixed term (with potential to be extended or made permanent)?Salary: £25,710 - Increasing to £28.670 following successful completion of a 6 months probation period

About us: 

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential.

The Real-Time Workforce Management Analyst role:

Part of the Part of the Eligibility Advice and Guidance Line (EAGL) Workforce Planning team, the Real-Tome Workforce Management Analyst is a new and exciting role at Migrant Help. You will monitor and manage a workforce in real time to meet service level agreements and key operational goals. This role focuses on immediate, day to day operations within a rolling two week window, working closely with the long term planning and forecasting analyst and the Head of planning to deliver exception service to clients, while balancing the needs of our team leaders and advisors.

If you have demonstrable experience in workforce management with strong analytical skills, and are looking for an exciting role that makes a difference, we’d love to hear from you!

Key responsibilities of our Real-Time Workforce Management Analyst:

• Monitor intraday performance across multiple channels (voice, chat, email), ensuring service levels, response times, and other KPIs are met.
• Track call volume, queue lengths, shrinkage, absenteeism, and agent availability in real time.
• Adjust agent schedules, and routing strategies dynamically to meet business needs.
• Partner with operations leaders to recommend and implement staffing or workflow changes as required.
• Provide timely communication and escalation of service level risks to stakeholders.
• Conduct intraday reporting and post-shift analysis to identify trends and areas for improvement.
• Collaborate with the wider WFM team to refine planning assumptions.
• Maintain real-time adherence monitoring and address deviations with supervisors.
• Support incident management during system outages or unplanned events.
• Create short term schedules and manage their release, optimisation and adherence to plan.
• Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions.

The experience and skills you need to become our Real-Time Workforce Management Analyst:

• Proficiency with WFM software (e.g., NICE, Verint, Genesys, Aspect, or similar).
• Understanding of telephony / skill routing.
• Solid understanding of contact centre metrics (AHT, ASA, service level, occupancy, shrinkage, adherence).
• Strong analytical skills with the ability to interpret data quickly and make sound recommendations.

Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore:  

• This post is subject to a Disclosure and Barring Service (DBS) check therefore applicants must:
• This post is subject to a Disclosure and Barring Service (DBS) check
• This post is subject to a Counter Terrorism Check (CTC) therefore applicants must:
• Be able to provide a valid passport eg. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain
• Be able to provide continuous UK address history for the previous 5 years
• Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment

Closing Date:  19 November 2025

If you are interested in becoming our new Real-Time Workforce Management Analyst, please click 'APPLY' today. We look forward to hearing from you!

As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation and Excellence.

Migrant Help is proud to be an equal opportunities employer.