WFM and Operations Insights Analyst (Permanent, Full Time)
Do you love turning data into decisions? Are you the kind of person who spots trends before anyone else and loves using insights to drive performance? At KCOM, we’re on the lookout for a WFM (Workforce Management) and Operations Insights Analyst to join our Customer Operations Resource Team.
You’ll be at the heart of shaping how we deliver an amazing experience to our customers, using data to ensure our resources are in the right place, at the right time, doing the right things. This role is perfect for someone who thrives on variety, enjoys working cross-functionally, and wants to see their impact play out in real-time.
Salary – Up to £29,500 dependant on experience
Location – Carr Lane, Hull (minimum of three days from Hull office per week)
Advert Closing Date - 12th June 2025
Act fast – seize the opportunity to join KCOM, as we reserve the right to close the vacancy sooner than the published date.
Interview Dates - To be confirmed after advert closing date
What You Will Be Doing
- Gather, analyse and deliver performance and resource insights that support operational excellence.
- Act as the go-to expert for resource planning, liaising with teams from HR to Retail to ensure alignment.
- Support transitions, implement changes, and make sure everyone is in the loop.
- Create reports and dashboards using SQL, Python, Power Automate, and Excel to provide clear, actionable insights.
- Support contact centre setup and ongoing configuration in Puzzel and PCI-Pal systems.
- Support the Head of Consumer Performance with key data deliverables and performance commentary.
- Recommend smarter ways of working – use your insight to help us improve customer experience and internal processes.
- Own ad hoc requests – you’ll be the go-to for data questions, reporting tweaks and quick turnarounds.
What Are We Looking For
- Strong experience working with performance and resource data in a fast-paced environment.
- Confident using tools like SQL, SSMS, Power BI, Excel, VBA, DAX, Python and PowerPoint.
- Able to translate complex data into actionable insight and influence at all levels.
- Naturally curious – always looking for patterns and opportunities for improvement.
- A brilliant communicator who enjoys working across teams and functions.
- Ideally from an IT, utilities or service background – but we’re open-minded.
Perks And Benefits
- 28 days holidays plus bank holidays
- Excellent Pension Scheme with generous employer contributions
- Volunteering days
- Life Assurance and Income Protection
- Corporate Discount schemes
- We support hybrid and remote working
- A variety of health, wellbeing and lifestyle benefits to choose from
About Us
KCOM goes beyond broadband—for us it's about community, innovation, and commitment. Since 1904, we've been integral to Hull and East Yorkshire, delivering award-winning broadband services and being at the heart of our region. Join us in expanding our full-fibre network and connect more homes and businesses.
At KCOM, collaboration fuels our innovation, driving us to be the best and keep our customers seamlessly connected. We empower our customers to thrive in the digital age, and we're passionate about making a real difference in their lives.
Why Work with Us
The Power is all Yours
At KCOM, our dedication to our people mirrors our commitment to our customers. Immerse yourself in a workplace that values you as an individual, offering family-friendly policies and adaptable working arrangements.
Engage with us through employee forums, enjoy a wide range of on-site facilities, and a suite of services supporting colleagues from diverse backgrounds. Benefit from an employee assistance program, occupational health support, a variety of online wellbeing tools as well as our personal development learning platform.
Values are not just words for us – they are the foundation of our dynamic workplace. Grow with us, seize opportunities to progress, and unleash your potential in an environment designed to nurture your professional development.
Equal Opportunity Employer
We champion inclusivity for all, celebrating diversity through forums and DEI events. Join KCOM and thrive in a culture that values and nurtures your potential.
We are signed up to the Armed Forces Covenant and Disability Confident Scheme and we support local schools and colleges with mock interviews and careers advice.
No agency applications will be considered for this vacancy at this time. 
