Scheduling & Real Time Analyst

Job description

Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We’d love to hear from you! About the role 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). About you 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. Interview process This will be a one stage interview process, consisting of competency and behavioural based questions. Working Schedule 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. Why us? 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. What's on offer? 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 out patient care Health screening programme Help@hand - confidential support including mental health counselling and remote GP Wellhub - unlimited access to fitness provider s and w ellness c oach sessions Variety of travel to work schemes with bike storage and shower facilities Inhouse barista and deli serving subsidised coffee and sandwiches T wo paid volunteering days per year * dependant on role level ** only available to select during our annual benefits window, in November each year ​ Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis – please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates.