Resource Planning Analyst
UK Visa Sponsorship Analytics
Occupation Type
Human resources and industrial relations officers
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
About Motorway
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)
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.
- 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.
- Intro Call with Talent Partner - 30 minutes
- Hiring Manager Interview - 60 minutes
- Final Interview and Take Home Assessment - 60 minutes
Job details
- Shift pattern: Monday to Friday 8:45am to 5:30pm
- 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