TL;DR

Workforce Planning Analyst: Managing resource allocation and performance across contact center teams with an accent on demand forecasting, capacity planning, and real-time operational monitoring. Focus on driving productivity through data-driven insights and optimizing schedules to meet critical service level agreements in an omnichannel environment.

Location: Must be based in or able to commute to Brighton, UK. Hybrid role (1 day per week remote).

Company

Motorway is a fast-growing UK-based used car marketplace connecting private sellers with verified dealers through a technology-driven online platform.

What you will do

  • Develop accurate demand forecasts and capacity plans across voice, live chat, email, and tickets.
  • Create, adjust, and distribute agent schedules to optimize resource utilization.
  • Monitor real-time KPI performance and adherence to operational plans.
  • Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
  • Provide deep analysis and data-driven insights into operational productivity and occupancy metrics.
  • Engage with stakeholders to translate complex workforce data into actionable business strategies.

Requirements

  • Proven experience in end-to-end workforce planning and real-time monitoring.
  • Strong working knowledge of WFM systems such as Calabrio, Genesys, or NICE.
  • Expertise in analytical tools like Google Sheets or Excel for large data set manipulation.
  • Experience working in a fast-paced omnichannel contact center environment.
  • Ability to manage multiple conflicting priorities and execute intraday decisions independently.

Culture & Benefits

  • Sea-fronted office in Brighton with regular social events and office perks.
  • Competitive benefits including pension scheme and comprehensive BUPA health insurance.
  • Strong commitment to personal development and career growth.
  • Generous parental benefits including 6 months full paid maternity leave and 4 weeks paternity leave.
  • Stock options to share in the long-term success of the company.

Hiring process

  • Intro call with a talent partner (30 minutes).
  • Hiring manager interview (60 minutes).
  • Final interview and take-home assessment (60 minutes).