Workforce Planning Analyst (Maternity Cover)

📋 Description

• Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email
• Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to
• Actively track and monitor the real time performance of KPIs and adherence to plans.
• Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
• Provide deep analysis and data driven insights into operational performance (i.e. utilisation
• Proactively update and engage with operational stakeholders on current and future performance

🎯 Requirements

• Demonstrated success and hands on experience in end to end workforce planning and real time
• Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact
• Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data
• Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real
• A proactive, self motivated approach to identifying operational gaps and implementing solutions
• Experience working in a fast paced omnichannel contact centre environment.

🎁 Benefits

• Competitive salary
• Equity scheme - we all share in Motorway’s success
• 25 days holiday
• Sea-front office with bi-weekly massages and free snacks
• Private medical insurance via BUPA
• Life assurance