WFM Analyst

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

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

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

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.