Senior WFM Analyst

Bromford; Wolverhampton; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Pension up to 10%

Employee Assistance Programme

Annual benefits allowance

Health checks

CIH qualification funded

Job summary

Bromford is seeking a Senior WFM Analyst in Wolverhampton to lead forecasting, scheduling and capacity planning for our Customer Service Centre. You’ll turn data into actionable insights, forecast demand, and align resources with business needs.

This role offers hybrid working across locations and home, with full-time hours and 37.5 per week. You’ll work closely with operational leaders to optimise rosters, monitor performance, and drive continuous improvement using Genesys Cloud WFM, Excel, and

Qualifications

• Experience in workforce management within a contact centre or customer service environment.
• Hands-on experience of Genesys Cloud WFM.
• Knowledge of forecasting, scheduling and capacity planning.
• Advanced Excel; Power BI desirable.

Responsibilities

• Forecast and own short-, medium- and long-term workforce forecasts.
• Optimise schedules and shift patterns to balance demand and flexibility.
• Provide workforce insight to support operational decisions.
• Monitor performance, adherence and risks through Genesys Cloud WFM.
• Identify opportunities to automate and improve workforce planning processes.
• Support future workforce planning through resource modelling and analysis.
• Act as a workforce management SME across Customer Operations.

Skills

WFM experience

Forecasting

Scheduling

Capacity planning

Stakeholder management

Data interpretation

Continuous improvement

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud WFM

Job description

Contract: Permanent

Hours: Full Time, 37.5 hours per week, Mon-Fri

Contractual base: Wolverhampton

Additional requirements: Occasional travel to BFL offices may be required

Closing date: Thursday 5 November

Great customer service starts with great workforce planning.

At Bromford Flagship LiveWest (BFL), we're transforming how we use data, technology and insight to deliver brilliant customer experiences. We're looking for a Senior WFM Analyst to help ensure we have the right people, with the right skills, available at the right time.

This is an exciting opportunity to shape and continuously improve workforce management across our Customer Service Centre. Working with Genesys Cloud WFM, you'll turn data into meaningful insight, influence decision-making and help us forecast customer demand more accurately than ever before.

If you're passionate about workforce planning, operational performance and using technology to drive better outcomes, we'd love to hear from you.

What You'll Be Doing

You'll take ownership of forecasting, scheduling and capacity planning activities, ensuring customer demand is accurately anticipated and resources are effectively aligned.

Working Closely With Operational Leaders And Stakeholders, You'll

• Develop short, medium and long-term workforce forecasts
• Optimise schedules and shift patterns to balance customer demand and colleague flexibility
• Provide workforce insight and recommendations to support operational decisions
• Monitor performance, adherence and emerging risks through Genesys Cloud WFM
• Identify opportunities to automate and improve workforce planning processesSupport future workforce planning through resource modelling and analysis
• Act as a workforce management subject matter expert across Customer Operations

What We're Looking For

We're looking for someone who combines strong workforce planning expertise with commercial awareness and excellent stakeholder skills.

You'll Bring

• Experience in workforce management, resource planning or operational analysis within a contact centre or customer service environment
• Strong hands-on experience of Genesys Cloud WFM
• Knowledge of forecasting, scheduling, capacity planning and workforce performance metrics
• Advanced analytical skills, including Excel, with Power BI experience desirable
• Ability to translate complex data into clear recommendations and actions
• Confidence building relationships, influencing stakeholders and constructively challenging where appropriate
• A proactive mindset with a passion for continuous improvement and innovation

Why this role matters

Great workforce management isn't just about filling a rota. It's about anticipating customer demand, enabling colleagues to succeed and ensuring customers receive a consistently great service. Your insight will help shape workforce decisions, improve operational performance and support an excellent customer experience across BFL.

What We Offer

• Hybrid working, with the flexibility to work across our main locations and home
• Occupational Health, mental health first aiders, menopause champions and annual health checks
• A choice of pension schemes with employer contributions of up to 10%
• Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family
• Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more
• Generous holiday, occupational sick pay and paid family leave
• Fully funded CIH qualification, if it’s a requirement of your role