Workforce Planning Analyst

TL;DR

Workforce Planning Analyst: Managing resource allocation and performance across contact center teams with an accent on demand forecasting, capacity planning, and real-time operational monitoring. Focus on driving productivity through data-driven insights and optimizing schedules to meet critical service level agreements in an omnichannel environment.

Location: Must be based in or able to commute to Brighton, UK. Hybrid role (1 day per week remote).

Company

hirify.global is a fast-growing UK-based used car marketplace connecting private sellers with verified dealers through a technology-driven online platform.

What you will do

• Develop accurate demand forecasts and capacity plans across voice, live chat, email, and tickets.
• Create, adjust, and distribute agent schedules to optimize resource utilization.
• Monitor real-time KPI performance and adherence to operational plans.
• Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
• Provide deep analysis and data-driven insights into operational productivity and occupancy metrics.
• Engage with stakeholders to translate complex workforce data into actionable business strategies.

Requirements

• Proven experience in end-to-end workforce planning and real-time monitoring.
• Strong working knowledge of WFM systems such as Calabrio, Genesys, or NICE.
• Expertise in analytical tools like Google Sheets or Excel for large data set manipulation.
• Experience working in a fast-paced omnichannel contact center environment.
• Ability to manage multiple conflicting priorities and execute intraday decisions independently.

Culture & Benefits

• Sea-fronted office in Brighton with regular social events and office perks.
• Competitive benefits including pension scheme and comprehensive BUPA health insurance.
• Strong commitment to personal development and career growth.
• Generous parental benefits including 6 months full paid maternity leave and 4 weeks paternity leave.
• Stock options to share in the long-term success of the company.

Hiring process

• Intro call with a talent partner (30 minutes).
• Hiring manager interview (60 minutes).
• Final interview and take-home assessment (60 minutes).