Senior WFM Analyst

Bromford; Wolverhampton; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid working across locations and to

Pension schemes with employer up to 10

Employee Assistance Programme with 24/

Annual benefits allowance

CIH qualification funded

Job summary

Bromford Flagship LiveWest (BFL) is seeking a Senior WFM Analyst to shape and continuously improve workforce management for our Customer Service Centre. You’ll forecast demand, schedule talent and provide data-driven insights to support operational decisions.

You will work with Genesys Cloud WFM to monitor performance, analyze trends and drive improvements, ensuring the right people with the right skills are available when needed.

Qualifications

• 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.

Responsibilities

• Take ownership of forecasting, scheduling and capacity planning activities to ensure demand is anticipated and resources are aligned.
• Work with operational leaders and stakeholders to develop short, medium and long-term forecasts.
• Optimize schedules and shift patterns to balance demand and staff flexibility.
• Provide workforce insight and recommendations 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.

Skills

Workforce planning

Forecasting

Stakeholder management

Excel

Analytical thinking

Tools

Genesys Cloud WFM

Excel

Power BI

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 processes
• Support 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

About us

We’re part of one of the biggest housing associations in the country, Bromford Flagship . As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.

We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.

But we’re only just getting started.

Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.

And we’ve created a thriving place of our own - giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our values.

We’re a place for people determined to make a difference.

Bromford. A place to make your own.

Our commitment to equality, diversity and inclusion

We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.

We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community.

Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.