Senior Workforce Management Analyst, Fixed Term Contract
Cardiff, London or Remote (UK)
This is an excellent opportunity to step into a key Senior WFM Analyst role on a 9‑month fixed‑term contract. You will report to the WFM Service Manager and be instrumental in using data‑driven insights to perfectly staff our customer operations and service teams. You will be crucial in predicting our resource needs, proactively identifying risks, and translating those findings into clear, actionable strategies for senior leaders. You’ll be a guiding voice for leaders, constantly improving WFM processes, and collaborating closely with Operations, People, Hiring, and L&D to boost efficiency and enhance customer experience.
Responsibilities
- Preparing clear, concise, and actionable executive‑level reports and presentations on WFM performance, trends, and resource requirements for senior leadership.
- Analysing large datasets, identifying patterns and trends, and communicating key insights to stakeholders. Using Google Sheets and Looker to create visualisations and reports, with basic knowledge of BigQuery being a bonus.
- Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.
- Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.
- Working closely with forecasting, People, Operations, and WFM data teams to continuously improve schedule quality, shift offerings, and reduce errors.
- Ensuring holiday utilisation remains within budget and at expected quarterly levels, factoring in seasonality.
- Deep‑diving into schedule issues to improve schedules, reduce manual amendments, and increase schedule automation per domain.
- Managing mappings, service goals, and overall Verint backend configuration and setup.
- Collaborating with the People team (for FWRs), Hiring, L&D (for New Hires), Operations (for schedules, skills, and shifts), and Forecasting for schedule accuracy.
Qualifications
- Demonstrable experience in workforce management, ideally in a fast‑paced, high‑growth environment (e.g., technology, customer support, operations).
- Expertise in WFM software and tools, with Verint experience preferred.
- Strong proficiency in Google Sheets (advanced formulas, pivot tables, and data analysis).
- Experience presenting complex data to executive leadership and influencing decision‑making through clear, strategic communication.
- Excellent analytical skills with the ability to synthesise data, identify trends, and translate insights into actionable strategies.
- Bonus: familiarity with Looker, basic knowledge of BigQuery, or experience with scenario planning, resource modelling, and strategic capacity planning.
- Can work autonomously, manage multiple priorities, and thrive in a dynamic environment.
Benefits
- Flexible working hours.
- £1,000 annual learning budget for books, training courses, and conferences.
- Remote work setup support; MacBook provided for all employees.
Equal Opportunities
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
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