Resource Planning Specialist
3 weeks ago
Welcome to Motorway
Motorway is a dynamic platform in the UK dedicated to the buying and selling of pre-owned vehicles. Our cutting-edge online marketplace links private car sellers with accredited dealers nationwide, ensuring equitable transactions for all parties involved.
Founded in 2017, our technology-focused strategy has transformed the vehicle selling process, leading to thousands of transactions each month and the growth of our workforce to over 400 professionals in our London and Brighton locations.
Position: Workforce Optimization Analyst
As an integral member of the Motorway Workforce Planning Team, you will be pivotal in assisting our Customer Experience (CX) team in reaching their service delivery objectives through detailed analysis and resource allocation, thereby improving efficiency and fulfilling service level agreements (SLAs).
Key Responsibilities:
- Oversee real-time performance metrics and compliance
- Evaluate operational data to ensure SLA adherence
- Forecast and plan across various communication channels
- Enhance staff resource allocation for daily operations
- Develop and sustain operational reporting
- Deliver insights into overall CX effectiveness
Qualifications:
- Proven experience in workforce optimization
- Background in a contact center setting
- Knowledgeable in workforce planning techniques
- Adept at managing competing priorities
- Excellent organizational capabilities and self-drive
Join us at Motorway and benefit from a competitive package that includes stock options, a learning budget, health coverage, a pension plan, and more. We are dedicated to fostering equality of opportunity and creating an inclusive environment where all individuals can succeed.
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