Senior WFM Analyst – Hybrid Forecasting & Insights

Bromford; Wolverhampton; Hybrid; GBP 42.000 - 54.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Pension up to 10%

Employee Assistance Programme

Annual benefits allowance

Health checks

CIH qualification funded

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

WFM experience

Forecasting

Scheduling

Capacity planning

Stakeholder management

Data interpretation

Continuous improvement

Ausbildung

Bachelor's degree or equivalent

Tools

Genesys Cloud WFM

Jobbeschreibung

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