Analyst, Workforce Management
Grow TherapySalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Automotive, TechnologyIndustries
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
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
Skills
Workforce Planning
Calabrio
Zendesk
Amazon Connect
Google Sheets
KPI Analysis
Demand Forecasting
Resource Allocation
Service Level Agreements
Contact Centre Operations
Live Chat
Performance Metrics
Motorway
About Motorway
London, United KingdomHeadquarters
2017Year Founded
$264.2MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer SoftwareIndustries
201-500Employees
Risks
Competition from Cazoo and Cinch threatens market share.
Economic downturns may reduce consumer demand for used cars.
Integration challenges with Total Car Check could cause operational inefficiencies.
Differentiation
Motorway Pay offers instant transactions, setting it apart in digital payment solutions.
Acquisition of Total Car Check enhances vehicle provenance, boosting buyer trust.
Strategic leadership hires strengthen Motorway's financial and commercial management.
Upsides
Partnership with Leasing.com expands customer base and service integration.
New office space in Brighton supports growth and operational expansion.
Industry recognition boosts brand credibility and market positioning.
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