Workforce Management Real Time Analyst (Ref: 23487)

This position is based Nationally

Proud to serve. Proud to keep justice going.

Our Realtime Workforce Analysts play a critical role in helping deliver justice. This role will enable you to demonstrate and develop your analytical and problem-solving skills.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

HMCTS is an agency of the Ministry of Justice and is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our National Services (NS) Directorate manage centralised administrative and contact functions in HMCTS. Our National Services Workforce Management Team (WFM) support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

This role, which reports to the Scheduling & Real Time Resource Manager, is responsible for delivering the outlined plan for all on the day activity, tracking actual volumes against expected forecasts for all contact channels and ensuring the plan is being followed by National Services teams and working with team leaders to make decisions to ensure user service standards are met. The role will focus on the immediate short-term needs of National Services.

Your skills and experience

Monitor on the day activity and challenges and provide data and reporting issues to team leaders and Head of Operations/Deputy at all Sites to improve utilisation and performance to ensure KPIs and service levels for service provision and meeting Average Handling Times (AHT), to ensure that service delivery to users/customers is unaffected.

Maintain expert specialist knowledge to analyse real time data, utilising “listen in” and telephony generated data, and work in collaboration with Operations team leaders to support them in managing their resource effectively and to enable service delivery to be maintained even during periods of peak demand by users/customers.

Monitor inbound call traffic and ensure efficient distribution based on staff availability, skills, and jurisdiction requirements, recording activity logs with on the day issues affecting volumes.

Develop, monitor and review performance reports and service performance trends for National Services against the plan and recommend specific actions or remedies to team leaders as necessary.

Resolve systems problems that may affect service delivery standards and re forecast and re optimise where appropriate to ensure the service plan is accurate.

Work with Work Scheduling and team leaders to proactively communicate any upcoming changes, manage on the day requests for employee ‘off phone’ activities and ensuring all slots are filled.

Work with the continuous improvement team on the development/improvement of call handling scripts to ensure that support/administrative staff have the right information to be able to support users/customers where needed, by giving them the right information at the right time for their needs.

Create daily, weekly, monthly, and ad hoc reports on historical and current centre data to enable National Services to forecast and adjust resourcing to meet user/customer needs.

For a full job description, please read the supporting included before applying.

Ways of working

The successful candidate can be based at any National Services site.

Standard full time working hours are 37 hours per week Monday to Friday 08:00 - 17:00. Some Saturday working may be required. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business.

Due to the nature of the role and business requirements, successful candidates will be required to work full-time.

Non-contractual hybrid working is currently available; arrangements are determined by the business. We may not be able to facilitate requests for a particular work from home/working in the office schedule.

Occasional travel to other courts

For this post, travel to other National Services/HMCTS sites may be required.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.