Workforce Planning Analyst

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.

About the Role
This is an exciting opportunity to become an integral part of Motorways Workforce Planning Team. As the critical link, you will directly support Contact Centre teams across Motorway in achieving their Service Delivery Plans. Your analysis and utilisation of resources are essential to meeting critical Service Level Agreements, while simultaneously increasing overall productivity and efficiency.

You’ll proactively drive value through effective planning and detailed analysis of performance, including communicating current and future performance outlooks to stakeholders. You will create and distribute agent schedules based on demand forecasts and operational targets, ensuring optimal resource allocation across all contact channels (Voice, Live Chat, Email, and Tickets).

Key components of this role include tracking real time and historical operational performance and adherence to plans, utilising tools such as Calabrio, Zendesk Contact Centre/Amazon Connect, and Google Sheets. You'll provide deep analysis and insights into KPI performance and productivity metrics to identify critical trends and highlight performance risks. A deep understanding and application of end to end workforce planning methodologies, processes and systems, is essential for success in this fast paced contact center environment.

What You'll Do (Key Responsibilities)

• Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email, and Tickets).

• Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilization.

• Actively track and monitor the real time performance of KPIs and adherence to plans.

• Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.

• Provide deep analysis and data driven insights into operational performance (i.e. utilisation, occupancy, productivity).

• Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language.

• Maintain, build, and enhance operational reports to support data driven decision making.

What You'll Bring (Required Skills and Experience)

• Demonstrated success and hands on experience in end to end workforce planning and real time monitoring.

• Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact center omnichannel platforms.

• Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders.

• Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real time needs.

• A proactive, self motivated approach to identifying operational gaps and implementing solutions independently.

• Experience working in a fast paced omnichannel contact centre environment.

• Intro Call with Talent Partner - 30 minutes

• Hiring Manager Interview and skills assessment - 60 minutes

You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.

• Shift pattern: Monday to Friday 8:45am to 5:30pm

What you'll get

• Great work-life balance with standard shifts from 8:45am to 5:30pm

• Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going

• Flexibility to work from home 1 day per week

• Stock options so you can share in Motorway’s growth and future success

• Pension scheme to plan for your future with our provider NEST

• Strong commitment to your personal development

• Opt-in comprehensive health insurance through BUPA including dental care and fitness discounts

• Cycle to work scheme

• Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave

• ... and much more!