Workforce Management Analyst

About the role

We are seeking a Workforce Management Analyst to support effective planning, scheduling and optimisation of resources across our Customer Operations function. You will ensure the right people with the right skills are available at the right time to meet demand and maintain strong service levels.

Key responsibilities

• Support demand forecasting and capacity planning.
• Create and maintain accurate employee schedules and shift patterns.
• Manage schedule changes, absence cover, shift swaps, overtime and operational adjustments.
• Monitor real‑time staffing levels, contact volumes and SLA performance.
• Produce accurate MI, dashboards and workforce performance reports.
• Analyse workforce data to identify trends, risks and opportunities.
• Provide clear insight and recommendations to operational stakeholders.
• Monitor schedule adherence, occupancy, shrinkage and other key workforce measures.
• Identify opportunities to improve workforce efficiency, forecasting and scheduling.
• Support continuous improvement of workforce planning processes and systems.

Required profile

• Experience in a contact centre, workforce management, resource planning, MI or reporting environment.
• Strong analytical and numerical skills.
• Good understanding of contact centre KPIs such as SLA, ASA, AHT, occupancy, shrinkage and adherence.
• Excellent attention to detail and organisational abilities.
• Proactive approach to identifying problems and improvement opportunities.
• Ability to communicate complex information clearly and provide practical recommendations.

Required skills

• Excel
• Verint
• NICE
• Power BI
• Tableau

What we offer

• Competitive salary.
• 25 days annual leave plus bank holidays.
• Employer pension contributions.
• Personal healthcare plan.
• Employee Assistance Programme with 24‑hour GP access.
• Group Income Protection.
• Training and development opportunities.
• Personalised career development pathways.
• Supportive and collaborative working environment.
• Company social events.