Job Description

Workforce Management Analyst

Birmingham – Hybrid (2 days per week onsite)
£35,000 per annum

We’re looking for an experienced Workforce Management Analyst to join a busy customer operations environment, taking responsibility for the real-time management of telephony performance, resource and service levels.

This is a hands-on WFM role where you’ll monitor live contact centre activity, manage queues and agent availability, and make intraday adjustments to ensure customer demand is matched with the right resource.

The role

• Monitoring live telephony performance, call volumes, queues and SLAs
• Managing agent skills and call routing to ensure effective coverage
• Making real-time/intraday adjustments to shifts, breaks and agent availability
• Monitoring service levels, abandonment rates and operational performance
• Identifying emerging service risks and taking appropriate corrective action
• Working closely with Team Leaders and Operational Managers to manage changing demand
• Providing clear performance and staffing updates to key stakeholders
• Supporting improvements to workforce management processes and telephony operations

 What we’re looking for

We’re keen to speak with people who have experience within Workforce Management, Real-Time Analysis, Intraday Management or Contact Centre Resource Planning.

You’ll ideally have:

• Previous experience within a contact centre or telephony environment
• Strong knowledge of real-time workforce management and queue management
• Experience monitoring and managing contact centre SLAs
• Understanding of agent scheduling, adherence, skills and intraday resource management
• Strong analytical and problem-solving skills
• Confidence working with live operational data and making quick decisions
• Experience with WFM, telephony and performance reporting platforms