Workforce Planning Analyst (Contact Centre)

Location: Brighton, United Kingdom. Monday to Friday, 8:45am–5:30pm. 12-month fixed-term contract.

Company

hirify.global is a UK online car-selling platform connecting private sellers with more than 8,000 dealers.

What you will do

• Develop demand forecasts and capacity plans for Voice, Live Chat, Email, and Ticket channels.
• Create, adjust, and distribute daily and weekly agent schedules using workforce management principles.
• Monitor real-time and historical KPI performance and adherence to operational plans.
• Make intraday staffing and skill-routing adjustments to reduce performance risks.
• Analyse utilisation, occupancy, productivity, and other operational metrics.
• Build operational reports and communicate performance outlooks and insights to stakeholders.

Requirements

• Hands-on experience in end-to-end workforce planning and real-time monitoring.
• Working knowledge of workforce management systems such as Calabrio, Genesys, NICE, or similar platforms.
• Experience with omnichannel contact-centre platforms and environments.
• Strong analytical skills using Google Sheets or Excel to manipulate large datasets.
• Ability to manage conflicting priorities, including urgent real-time operational needs.
• Proactive, self-motivated approach to identifying operational gaps and implementing solutions.

Culture & Benefits

• Equity scheme linked to hirify.global’s success.
• 25 days of holiday and enhanced family leave.
• Private medical insurance through BUPA, life assurance, and a pension scheme with a 5% employer contribution.
• Sea-front office with bi-weekly massages and free snacks.
• EV leasing, cycle-to-work, and nursery salary-sacrifice schemes.
• 24/7 Employee Assistance Programme and one paid volunteering day per year.

Hiring process

• 30-minute introductory call with a Talent Partner.
• 60-minute Hiring Manager interview.
• Final interview and 60-minute take-home assessment.