Senior Workforce Forecasting & Insights Analyst

Bromford; Snapes Green; Presencial; GBP 30.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent Plus Benefits

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Workforce management

Forecasting

Scheduling

Capacity planning

Analytical skills

Excel

Power BI

Genesys Cloud WFM

Herramientas

Genesys Cloud WFM

Descripción del empleo

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.