Workforce Planning Analyst

Motorway Online Ltd; Brighton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading used car marketplace is seeking an entry-level candidate to join their Workforce Planning Team in Brighton. The role involves creating and distributing agent schedules, monitoring real-time performance, and providing data-driven insights into KPIs. Applicants should have experience in workforce planning and strong analytical skills. This full-time position offers a great work-life balance, flexibility to work from home one day a week, and various employee benefits including stock options and comprehensive health insurance.

Benefits

Work-life balance

Free snacks

Flexibility to work from home

Stock options

Health insurance

Cycle-to-work scheme

Generous parental benefits

Qualifications

• Hands-on experience in end-to-end workforce planning.
• Strong working knowledge of WFM systems.
• Experience in a fast-paced omnichannel contact centre.

Responsibilities

• Develop accurate demand forecasts and capacity plans.
• Track and monitor real-time performance of KPIs.
• Provide data-driven insights into operational performance.

Skills

Workforce planning

Real-time monitoring

Analytical tools

Managing conflicting priorities

Self-motivation

Tools

Calabrio

Google Sheets

Excel

Job description

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award‑winning, online‑only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an ‘Excellent’ Trustpilot rating with over 70,000 reviews. We’re not just building a platform; we’re changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we’re on a mission to transform the used car market.

About The Role

Join Motorways Workforce Planning Team as a critical link supporting Contact Centre teams in achieving their Service Delivery Plans. Your analysis and utilisation of resources are essential to meeting critical Service Level Agreements while simultaneously increasing overall productivity and efficiency. You’ll proactively drive value through effective planning and detailed analysis of performance, communicating current and future performance outlooks to stakeholders.

You will create and distribute agent schedules based on demand forecasts and operational targets, ensuring optimal resource allocation across all contact channels (Voice, Live Chat, Email, and Tickets). Key components of this role include tracking real‑time and historical operational performance and adherence to plans, utilising tools such as Calabrio, Zendesk Contact Centre/Amazon Connect, and Google Sheets. You'll provide deep analysis and insights into KPI performance and productivity metrics to identify critical trends and highlight performance risks. A deep understanding and application of end‑to‑end workforce planning methodologies, processes and systems is essential for success in this fast‑paced contact centre environment.

What You'll Do (Key Responsibilities)

• Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email, and Tickets).
• Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilisation.
• Actively track and monitor real‑time performance of KPIs and adherence to plans.
• Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
• Provide deep analysis and data‑driven insights into operational performance (e.g., utilisation, occupancy, productivity).
• Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language.
• Maintain, build, and enhance operational reports to support data‑driven decision making.

What You'll Bring (Required Skills & Experience)

• Demonstrated success and hands‑on experience in end‑to‑end workforce planning and real‑time monitoring.
• Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact centre omnichannel platforms.
• Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders.
• Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real‑time needs.
• A proactive, self‑motivated approach to identifying operational gaps and implementing solutions independently.
• Experience working in a fast‑paced omnichannel contact centre environment.

Our Interview Process

• Intro Call with Talent Partner – 30 minutes
• Hiring Manager Interview – 60 minutes
• Final Interview & Take‑Home Assessment – 60 minutes

You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.

Job Details

• Shift pattern: Monday to Friday 8:45 am to 5:30 pm

What You'll Get

• Great work‑life balance with standard shifts from 8:45 am to 5:30 pm
• Sea‑fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
• Flexibility to work from home 1 day per week
• Stock options to share in Motorway’s growth and future success
• Pension scheme with provider NEST
• Strong commitment to your personal development
• Opt‑in comprehensive health insurance through BUPA including dental care and fitness discounts
• Cycle‑to‑work scheme
• Generous parental benefits including 6 months fully paid maternity leave, 4 weeks paternity leave
• … and much more!

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Project Management and Information Technology

Industries

Technology, Information and Internet