Senior WFM Analyst - Wolverhampton

Bromford; Snapes Green; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Excellent Plus Benefits

Job summary

Bromford Flagship LiveWest (BFL) is transforming how data, technology and insight deliver great customer experiences. We are seeking a Senior WFM Analyst to ensure the right people with the right skills are available at the right time across our Customer Service Centre.

In this role, you will own forecasting, scheduling and capacity planning, work with operational leaders to develop forecasts, optimise shifts, and provide actionable insights.

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

• Own 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.
• 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

Forecasting

Scheduling

Capacity planning

Analytical skills

Excel

Power BI

Genesys Cloud WFM

Tools

Genesys Cloud WFM

Job description

Pay:

£30,000 to £32,000 per year, Excellent Plus Benefits

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

No

Closing Date:

05/11/2026

About this job

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.

Early applications are encouraged as we review throughout the campaign.

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