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Workforce Analyst Contact Centre
North West England

About the Role

An exciting opportunity has arisen for an experienced Workforce Analyst to join a progressive, rapidly changing organisation based in Blackburn. This role is paying up to £25-27.5k per annum + Package

Reporting to the Resource Planning Manager the Workforce Analyst is accountable for Real Time/ Intraday planning with the purpose of optimizing resources to achieve business objectives. 

The successful candidate will have a strong Contact Centre Planning background and will be used to working with WFM systems to support a multi-department/site contact centre environment.

Key responsibilities:

  • Planning staffing requirements and translating to the creation of optimal schedules and real-time management.
  • Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans – model and coordinate with the operation to ensure business objectives and customer satisfaction is achieved.
  • Accurately produce call volume forecasts on a daily, weekly, monthly and annual basis.
  • Compares results to forecast and identify opportunities for improvement.
  • Operational management and support of the telephony platform and its users.
  • Incident management operational communications ownership, internal and customer.
  • Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for their customers.
  • Taking ownership for team performance and driving through actions in order to maintain, streamline, and improve service.


Required Skills and Experience:

  • Excellent WFM skills ideally in Real Time & or Intraday.
  • Essential experience in a Resource planning / Workforce planning role
  • Excellent data manipulation skills using Excel and other IT packages.
  • Excellent attention to detail. 
  • Effective communication skills, both written and oral.


We are only able to consider people who have an extensive background in Planning with in a Contact Centre operation.

Please get in touch with Matt Affron 01905 330 794

constantly on the hunt for the best candidates