Workforce Management Analyst
Grey Street, Newcastle (Office Based)
About the Role
We are looking for a Workforce Management Agent to support the effective planning, scheduling and optimisation of resources across our Customer Operations function.
You will play a key role in ensuring we have the right people, with the right skills, available at the right time to meet customer demand and maintain strong service levels. Using workforce data and operational insight, you will support forecasting, rostering, real-time resource management and performance reporting.
Working closely with Operations Managers, Team Leaders and other key stakeholders, you will identify workforce risks, explain performance trends and provide practical recommendations to support effective operational decision-making.
Key Responsibilities
You will be responsible for:
- Supporting demand forecasting and capacity planning.
- Creating and maintaining accurate employee schedules and shift patterns.
- Managing schedule changes, absence cover, shift swaps, overtime and operational adjustments.
- Monitoring real-time staffing levels, contact volumes and SLA performance.
- Producing accurate MI, dashboards and workforce performance reports.
- Analysing workforce data to identify trends, risks and opportunities.
- Providing clear insight and recommendations to operational stakeholders.
- Monitoring schedule adherence, occupancy, shrinkage and other key workforce measures.
- Identifying opportunities to improve workforce efficiency, forecasting and scheduling.
- Supporting the continuous improvement of workforce planning processes and systems.
About you
Essential requirements for this role include:
- Experience in a Contact Centre, Workforce Management, Resource Planning, MI or Reporting environment.
- Strong analytical and numerical skills.
- Good understanding of contact centre KPIs, including SLA, ASA, AHT, occupancy, shrinkage and adherence.
- Strong Excel and data analysis skills.
- Experience using workforce management or scheduling systems.
- Excellent attention to detail and organisational skills.
- The ability to communicate complex information clearly and provide practical recommendations.
- A proactive approach to identifying problems and opportunities for improvement.
Experience with Verint, NICE, Power BI or Tableau would be advantageous.
What We Offer
- Competitive salary.
- 25 days annual leave plus bank holidays.
- Employer pension contributions.
- Personal healthcare plan.
- Employee Assistance Programme with 24-hour GP access.
- Group Income Protection.
- Training and development opportunities.
- Personalised career development pathways.
- Supportive and collaborative working environment.
- Company social events.
