Workforce Planning Analyst

Motorway is the UK's fastest-growing used car marketplace - our award winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 250 across 4 locations.

Motorway is now valued at over $1 billion and is backed by some of the world's leading technology investors, having raised ?143 million in Series C funding. This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

This is an exciting opportunity. As an integral part of Motorways Workforce Planning Team. You'll support Motorways CX team achieve their service delivery plans, via analysis and utilisation of resource to achieve SLA's & increase productivity.

The role will be required to monitor real time performance of KPIs & adherence to plans. Create and distribute schedules based on forecasts, operational targets and staff availability. Plan daily agent activities, whilst optimising resource across all contact channels.

You'll also maintain, build & create operational reporting utilising Google sheets, Talkdesk & Calabrio. Providing analysis and insight into; whole CX performance including performance & productivity metrics & KPI's. Identifying trends and highlighting performance risks, whilst proactively adding value through effective analysis.

The successful applicant will be able to demonstrate experience of workforce planning and operational analytics, hands on experience of workforce management and omnichannel processes & systems in a fast paced contact centre environment. With understanding of end-to-end workforce planning methodologies. Responsibilities include:

• Monitor real time performance of KPIs & adherence
• Analysis of operational performance of resource to achieve SLA's (utilisation, occupancy, productivity)
• Planning and forecasting across multiple channels (voice, email, social media and web chat)
• Planning daily shifts, utilising and optimising staffing across all contact channels
• Maintain, build & create operational reporting
• Providing analysis and insight into whole CX performance

Requirements

• Proven or recurring success in workforce planning or real time monitoring
• Experience in a contact centre
• Competence with workforce planning methodologies
• Ability to manage conflicting priorities
• Ability to translate data to stakeholders
• Strong organisational skills and self-motivated

Benefits

• A competitive salary
• BUPA private health insurance
• Annual learning budget with Learnerbly
• Enhanced Maternity/Paternity leave
• Pension Scheme
• Discounted Calm membership
• Cycle to work scheme
• A fun working environment with regular social events
• The chance to join a rapidly growing company that cares first and foremost about its people
• Fast career progression and the ability to develop your own skills and experience quickly

Equal Opportunities Statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.