Workforce Planning Analyst

11 hours ago


Birmingham, United Kingdom Customer Management Resourcing Full time

**Workforce Planning Analyst**

**Hybrid working in Birmingham (B1)**

**Up to £30,000 per annum depending on experience**

We’re currently working with one of the fastest growing SAAS start-ups in the world to recruit for an experienced Workforce Planning Analyst to join their team. This is a fantastic time to become part of constantly growing business with plans to continuallydevelop and evolve.

**What’s in it for you?**
- Competitive compensation including equity in the company.
- Hybrid working.
- Health perks such as private healthcare or gym allowance depending on your location.
- Generous holiday allowance.
- Unforgettable events including travel to one of our hubs.

**What you’ll be doing -**
- Generate and modify agent schedules within Customer Care (CC) to ensure coverage and Service Level Delivery in a multi-location and multi-skill environment.
- Work with key internal and external stakeholders across a fast-paced, collaborative environment.
- Identify potential gaps in schedule coverage and present schedule recommendations to the business to proactively address those gaps.
- Provide staffing requirements at an interval level, based on current volume, productivity, and shrinkage projections.
- Developing a culture of continuous improvement within resource management practices on site and in the wider network.

**What we’re looking for -**
- Fundamental understanding and ability to speak to WFM/contact centre metrics and terminology.
- At least 2 years using workforce systems
- Demonstrable experience using Microsoft Excel to a high standard
- Experience and drive for continuous improvement
- A data focused individual with experience in building and rolling out efficient processes and programs, and in task automation

**Salary -**
- £24,000 - £30,000 per annum
- Salary offered is dependent on experience

Workforce Planning / Workforce Analyst / Resource Planning / WFM/Forecasting / Call Centre / Contact Centre / SAAS



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