Senior WFM Analyst - Hybrid Data Forecasting

Bromford Housing Group; 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

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.