Senior WFM Analyst: Forecasting, Scheduling & Optimisation

Bromford Flagship Livewest; Coven Heath; On-site; GBP 45,000 - 65,000; Full time

Job summary

Bromford Flagship LiveWest is seeking a Senior WFM Analyst to lead forecasting, scheduling and capacity planning for our Customer Service Centre. You will turn data into insight, influence decisions and improve forecast accuracy using Genesys Cloud WFM.

Join a team focused on continuous improvement, operational performance and exceptional customer experience across BFL. You will work closely with operational leaders to optimise resources and drive improvements in workforce planning.

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

• 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.

Skills

Workforce management

Resource planning

Operational analysis

Forecasting

Scheduling

Capacity planning

Workforce metrics

Excel

Power BI

Stakeholder management

Data translation

Tools

Genesys Cloud WFM

Power BI

Excel

Job description

Bromford Flagship LiveWest is seeking a Senior WFM Analyst to lead forecasting, scheduling and capacity planning for our Customer Service Centre. You will turn data into insight, influence decisions and improve forecast accuracy using Genesys Cloud WFM.

Join a team focused on continuous improvement, operational performance and exceptional customer experience across BFL. You will work closely with operational leaders to optimise resources and drive improvements in workforce planning.