Workforce Planning Analyst (Maternity Cover)

motorway

Brighton

On-site

GBP 36,000 - 52,000

Full time

4 days ago

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Benefits offered by this job

Competitive salary

Equity scheme

25 days holiday

Sea-front office

Private medical insurance

Life assurance

Pension scheme

Enhanced family leave

24/7 Employee Assistance Programme

EV leasing scheme

Cycle to work scheme

Nursery salary sacrifice scheme

1 paid volunteering day a year

Job summary

Motorway, the UK's largest online car-selling platform, is seeking a Workforce Planning Analyst to join the Workforce Planning Team. You will forecast demand, build capacity plans and create schedules across Voice, Live Chat, Email and Tickets to meet service levels.

You’ll monitor real-time performance, deliver data-driven insights using Calabrio, Zendesk/Amazon Connect and Google Sheets, and communicate outlooks to stakeholders in a fast-paced, omnichannel contact centre.

Qualifications

Demonstrated success and hands on experience in end to end workforce planning and real time monitoring.
Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact center omnichannel platforms.
Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders.
Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real time needs.
A proactive, self motivated approach to identifying operational gaps and implementing solutions independently.
Experience working in a fast paced omnichannel contact centre environment.

Responsibilities

Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email, and Tickets).
Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilisation.
Actively track and monitor the real time performance of KPIs and adherence to plans.
Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
Provide deep analysis and data driven insights into operational performance (i.e. utilisation, occupancy, productivity).
Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language.
Maintain, build, and enhance operational reports to support data driven decision making.

Skills

Workforce planning

WFM systems

Analytics

Prioritisation

Proactive

Omnichannel experience

Tools

Calabrio

Genesys

NICE

Google Sheets

Excel

Job description

About Motorway

Motorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway is backed by some of the world's leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast growing scale-up at a crucial phase of growth and help change an industry for the better.

About the Role

This is an exciting opportunity to become an integral part of Motorways Workforce Planning Team. As the critical link, you will directly support Contact Centre teams across Motorway in achieving their Service Delivery Plans. Your analysis and utilisation of resources are essential to meeting critical Service Level Agreements, while simultaneously increasing overall productivity and efficiency.

You’ll proactively drive value through effective planning and detailed analysis of performance, including communicating current and future performance outlooks to stakeholders. You will create and distribute agent schedules based on demand forecasts and operational targets, ensuring optimal resource allocation across all contact channels (Voice, Live Chat, Email, and Tickets).

Key components of this role include tracking real time and historical operational performance and adherence to plans, utilising tools such as Calabrio, Zendesk Contact Centre/Amazon Connect, and Google Sheets. You’ll provide deep analysis and insights into KPI performance and productivity metrics to identify critical trends and highlight performance risks. A deep understanding and application of end to end workforce planning methodologies, processes and systems, is essential for success in this fast paced contact center environment.

What You’ll Do (Key Responsibilities)

Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email, and Tickets).
Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilisation.
Actively track and monitor the real time performance of KPIs and adherence to plans.
Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
Provide deep analysis and data driven insights into operational performance (i.e. utilisation, occupancy, productivity).
Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language.
Maintain, build, and enhance operational reports to support data driven decision making.

What You’ll Bring (Required Skills and Experience)

Demonstrated success and hands on experience in end to end workforce planning and real time monitoring.
Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact center omnichannel platforms.
Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders.
Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real time needs.
A proactive, self motivated approach to identifying operational gaps and implementing solutions independently.
Experience working in a fast paced omnichannel contact centre environment.

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