Workforce Planning Analyst

About the role

The Workforce Planning Analyst will support Contact Centre teams in achieving Service Delivery Plans through resource analysis and utilisation. This role involves creating agent schedules, monitoring real-time performance, and providing data-driven insights to optimize productivity across voice, chat, email, and ticket channels. You will act as a critical link in ensuring Service Level Agreements are met while proactively identifying operational risks.

Responsibilities

• Develop accurate demand forecasts and capacity plans across all channels.
• Create, adjust, and distribute daily and weekly agent schedules to optimise resource allocation.
• Monitor real-time performance of KPIs and adherence to plans.
• Implement dynamic intraday adjustments to staffing and skill routing.
• Provide deep analysis and data-driven insights into operational performance metrics.
• Proactively engage with stakeholders to communicate performance outlooks.
• Maintain and enhance operational reports to support decision making.

Required skills

• Workforce planning
• Real-time monitoring
• WFM systems
• Contact center operations
• Google Sheets
• Excel
• Data analysis

Nice to have

• Calabrio
• Genesys
• NICE
• Zendesk Contact Centre
• Amazon Connect

Benefits

• Competitive salary
• Equity scheme
• 25 days holiday
• Private medical insurance
• Life assurance
• Pension scheme
• Enhanced family leave
• Employee Assistance Programme
• EV leasing scheme
• Cycle to work scheme

About the Company

Motorway is the UK's largest online car-selling platform, connecting private sellers directly with over 8,000 dealers nationwide. Founded in 2017, the company uses a technology-led approach to redefine the car-selling experience and is backed by leading technology investors.