Senior Workforce Management Analyst

New

Remote (UK)ContractSenior

Salary40,400 - 51,050 GBP per year

Apply NowOpens the employer's application page

Job Details

Demonstrable experience in workforce management, ideally in a fast-paced, high-growth environment (e.g., technology, customer support, operations).
Expertise in WFM software and tools, with Verint experience preferred.
Strong proficiency in Google Sheets (advanced formulas, pivot tables, and data analysis).
Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication.
Excellent analytical skills with the ability to synthesise data, identify trends, and translate insights into actionable strategies.
Familiarity with Looker, basic knowledge of BigQuery, or experience with scenario planning, resource modelling, and strategic capacity planning (bonus).
Ability to work autonomously, manage multiple priorities, and thrive in a dynamic environment.

Preparing clear, concise, and actionable executive-level reports and presentations on WFM performance, trends, and resource requirements for senior leadership.
Analysing large datasets, identifying patterns and trends, and communicating key insights to stakeholders.
Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.
Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.
Working closely with the forecasting, People, Operations, and WFM data teams to continuously improve schedule quality, shift offerings, and reduce errors.
Ensuring holiday utilisation remains within budget and at expected quarterly levels, factoring in seasonality.
Deep-diving into schedule issues to improve schedules, reduce manual amendments, and increase schedule automation per domain.
Managing mappings, service goals, and overall Verint backend configuration and setup.
Collaborating with the People team (for FWRs), Hiring, L&D (for New Hires), Operations (for schedules, skills, and shifts), and Forecasting for schedule accuracy.

View Full Description & ApplyYou'll be redirected to the employer's site