Hybrid Workforce Planning Analyst – Multichannel Analytics

Motorway; Brighton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading online car marketplace in Brighton is seeking a Workforce Planning Analyst to support contact center teams. The ideal candidate will have strong workforce planning experience and analytical skills, ensuring optimal resource allocation to meet service delivery plans. You'll work in a dynamic environment, crafting demand forecasts and performance insights while enjoying a flexible work arrangement and various benefits. Join us to drive efficiency and support growth.

Benefits

Work-life balance with standard shifts

Sea front office location

Free snacks and social events

Flexibility to work from home 1 day per week

Stock options

Pension scheme

Health insurance through BUPA

Cycle to work scheme

Generous parental benefits

Qualifications

• Hands on experience in end-to-end workforce planning and real-time monitoring.
• Strong knowledge of WFM systems and contact center platforms.
• Experience in a fast paced omnichannel contact centre environment.

Responsibilities

• Develop demand forecasts and capacity plans across all channels.
• Create and distribute daily and weekly agent schedules.
• Monitor real-time performance of KPIs.
• Provide data driven insights into operational performance.

Skills

Workforce planning

Analytical tools

Real-time monitoring

Data manipulation

Prioritization

Omnichannel platforms

Tools

Calabrio

Google Sheets

Zendesk Contact Centre

Job description

A leading online car marketplace in Brighton is seeking a Workforce Planning Analyst to support contact center teams. The ideal candidate will have strong workforce planning experience and analytical skills, ensuring optimal resource allocation to meet service delivery plans. You'll work in a dynamic environment, crafting demand forecasts and performance insights while enjoying a flexible work arrangement and various benefits. Join us to drive efficiency and support growth.