Service Desk Analyst providing first level customer support in a 24/7 environment handling incidents and service issues. Role involves 4 on 4 off Night Shifts with some opportunity for remote work post - training.
AO
Hybrid Workforce Planning Analyst
Posted last week
About the role
- Workforce Planning Analyst role at Motorway analyzing performance and creating demand forecasts for contact centre teams. Utilizing WFM tools and collaborating with stakeholders for operational excellence.
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 utilization.
- 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.
Requirements
- 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.
Benefits
- Great work-life balance with standard shifts from 8:45am to 5:30pm
- Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
- Flexibility to work from home 1 day per week
- Stock options so you can share in Motorway’s growth and future success
- Pension scheme to plan for your future with our provider NEST
- Strong commitment to your personal development
- Opt-in comprehensive health insurance through BUPA including fitness discounts
- Cycle to work scheme
- Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave
- ... and much more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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