Workforce Management; WFM Analyst

Location

Cardiff – Hybrid: 3 days a week in the office; first 6‑12 weeks 5 days a week.

Our Support Services team is the back‑office operations for all of our Customer Operations team (300+ people). We plan and analyse to ensure we have the right people in the right place at the right time to support customers.

• Monitor live queues: track real‑time contact volumes, handle times, and service level metrics across all channels.
• Execute intraday adjustments: dynamically move staff, adjust break times, and open/close skill sets to mitigate service drops.
• Manage ad‑hoc sickness: log unplanned absences on the day and immediately re‑forecast staff requirements.

• Generate schedules: create and distribute baseline schedules, shifts, and patterns aligned with requirements.
• Optimise resources: balance breaks, lunches, meetings, training, and 1‑to‑1 sessions against the intraday curve.
• Manage shrinkage: process and approve annual leave, sickness, and offline activities against maximum shrinkage thresholds.
• Maintain database: ensure accurate employee profile mapping, working hours, skills and proficiencies within the WFM software.

• Performance reviews: deliver daily, weekly, and monthly reports comparing scheduled plans against actual delivery.
• Identify trends: call out schedule non‑adherence patterns and behaviour issues to operational team leaders.
• Root cause analysis: explain missed SLA targets due to unexpected volume spikes or high offline time.

• Experience with in a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools (Verint experience is desirable).
• Experience of supporting “live performance” within a contact centre environment.
• Proficient in using Excel or Google Sheets to analyse data and produce MI / Performance reports.
• Ability to provide clear insights and feedback to improve operational efficiency.
• Strong communication skills and the ability to share findings and collaborate with teams effectively.

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

• Private healthcare including dental and opticians services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary rewards (£250, £500, £750, 4‑week fully paid sabbatical).
• Salary sacrifice pension scheme up to 7% match.
• Octopus EV salary sacrifice scheme.
• 28 days holiday (plus bank holidays).
• Annual learning and wellbeing budget.
• Enhanced parental leave.
• Cycle to work scheme.
• Season ticket loan.
• 6 free therapy sessions per year.
• Dog friendly offices.
• Free drinks and snacks in our offices.