Summary

This is a 12-month fixed-term workforce planning analyst role supporting Motorway’s contact centre teams. You’ll plan staffing across voice, live chat, email, and tickets, monitor service performance, and provide analysis to operational stakeholders.

Responsibilities

• Forecast demand and capacity across contact channels
• Create and distribute daily agent schedules
• Monitor real-time KPIs and schedule adherence
• Adjust intraday staffing and skill routing
• Analyse utilisation, occupancy, and productivity trends
• Share performance outlooks with operational stakeholders
• Maintain reports for data-driven decisions