Workforce Planning Analyst

📋 Description

• Develop demand forecasts and capacity plans across all channels.
• Create, adjust, and distribute daily/weekly agent schedules using WFM.
• Track real-time KPIs and adherence to plans.
• Implement intraday staffing adjustments to mitigate risks.
• Analyze operational performance (utilisation, occupancy, productivity).
• Update stakeholders on current and future performance, translating WFM data.

🎯 Requirements

• End-to-end workforce planning and real-time monitoring experience.
• Strong knowledge of WFM systems (Calabrio, Genesys, NICE) and omnichannel platforms.
• Analytical skills with Google Sheets/Excel to manipulate large data.
• Ability to manage multiple priorities, especially urgent real-time needs.
• Proactive, self-motivated in identifying gaps and implementing solutions.
• Experience in fast-paced omnichannel contact centre environments.

🎁 Benefits

• Great work-life balance with shifts 8:45am to 5:30pm.
• Sea-fronted office with social events, drinks, massages, and snacks.
• Flexibility to work from home 1 day per week.
• Stock options to share in Motorway’s growth.
• Pension scheme with NEST.
• Health insurance through BUPA with fitness discounts.