Senior WFM Analyst: Forecast & Optimise for Great Service

Bromford; Wolverhampton; On-site; GBP 42,000 - 56,000; Full time

Job summary

Bromford Flagship LiveWest (BFL) is seeking a Senior WFM Analyst to help ensure the right people with the right skills are available at the right time in our Customer Operations function. You will work with Genesys Cloud WFM to turn data into meaningful insight, influence decisions and forecast demand with accuracy across our service centre.

Join us to shape workforce planning, monitor performance and drive continuous improvement.

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
• 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

Responsibilities

• Take ownership of forecasting, scheduling and capacity planning activities, ensuring customer demand is accurately anticipated and resources are effectively aligned.
• Develop short, medium and long-term workforce forecasts in collaboration with operational leaders.
• 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.

Skills

Forecasting

Scheduling

Stakeholder management

Analytical skills

Excel

Power BI

Tools

Genesys Cloud WFM

Excel

Power BI

Job description

Bromford Flagship LiveWest (BFL) is seeking a Senior WFM Analyst to help ensure the right people with the right skills are available at the right time in our Customer Operations function. You will work with Genesys Cloud WFM to turn data into meaningful insight, influence decisions and forecast demand with accuracy across our service centre.

Join us to shape workforce planning, monitor performance and drive continuous improvement.