Workforce Planning/Analyst

The Opportunities

We’re looking for experienced Workforce Management professionals to join our dynamic team. Our Workforce Management Senior Analyst with a focus on long-term forecasting and capacity planning. And a Senior Workforce Planner who will help us to drive real-time and intraday optimisation for service level excellence.

Responsibilities

Both roles are responsible for support Customer Care by developing and maintaining planning models, managing real-time performance, and ensuring operational excellence across our contact centre and retail environments.

• Our Analyst will manage real-time service levels and intraday planning and lead WFM review meetings and optimise schedules.
• Our Planner will produce long-term forecasts and capacity plans for 3000+ FTE and align budgetary planning with operational delivery.

What you’ll bring

• Extensive WFM experience in high-volume environme...