Workforce Planning & Performance Analyst

We are looking for a Workforce Planning & Performance Analyst to optimise contact centre performance through effective forecasting, scheduling, real-time workforce management, and data-driven insights.

In this role, you will play a critical part in ensuring the Contact Centre has the right resources, at the right time, to deliver exceptional customer service and achieve operational targets. You will partner with Operations, Sales, IT, and HR teams to improve workforce efficiency, identify performance opportunities, and support continuous improvement initiatives.

Key Responsibilities

Workforce Planning & Scheduling

• Forecast contact volumes, workloads, and staffing requirements to support operational needs.
• Develop and maintain effective workforce schedules aligned to demand and service level objectives.
• Continuously review workforce models to improve resource utilisation and operational efficiency.

Real-Time Performance Management

• Monitor contact centre performance, including service levels, queue performance, and agent availability.
• Identify risks, service gaps, and operational challenges, providing timely recommendations and escalations.
• Make proactive adjustments to workforce plans, schedules, and resource allocation to maintain performance targets.

Performance Optimisation

• Support achievement of key operational targets, including:
  • Sales performance for the Voice Branch.
  • Maintaining abandonment rates below 5%.
  • Achieving service level targets of 80% of calls answered within 20 seconds.
• Partner with Team Leaders and Operations Managers to analyse performance drivers and implement improvement actions.

Reporting & Insights

• Develop accurate and meaningful reports to support operational decision-making.
• Analyse trends, identify performance gaps, and highlight risks and opportunities.
• Ensure data integrity across workforce management tools and reporting platforms.

Process Improvement & Collaboration

• Identify opportunities to improve workforce management processes, tools, and reporting capabilities.
• Collaborate with Operations, Sales, IT, and HR to align workforce strategies with business objectives.
• Participate in performance reviews and improvement initiatives.

Leadership & Support

• Act as an escalation point for Workforce Management (WFM) and Customer Relationship Management (CRM) system queries.
• Provide guidance and support to junior analysts and operational teams.
• Promote a proactive, data-driven culture focused on continuous improvement.

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent planning and organisational abilities.
• Proficiency in workforce management tools, reporting systems, and data analysis.
• Strong stakeholder engagement and communication skills.
• Ability to work effectively under pressure and manage changing priorities.
• High attention to detail and commitment to operational excellence.

What We’re Looking For

You are a data-driven professional who enjoys turning insights into action. You have a passion for improving operational performance, solving complex workforce challenges, and partnering with teams to deliver measurable results.

If you thrive in a fast-paced environment and enjoy using data to influence business outcomes, this could be the opportunity for you.