Workforce Planning Analyst

Role overview

Responsibilities

• Review short-, medium-, and long-term forecast accuracy and optimise offline activities.
• Monitor staff adherence, manage agent skill changes, and support service-level agreements.
• Maintain and reissue daily and weekly resource plans with analysis and commentary.
• Balance service levels and escalate inefficiencies, shortfalls, and risks with solutions.
• Chair daily, weekly, and monthly governance meetings with stakeholders.
• Manage schedules, WFM tool records, agent setup, data quality, and feeds.
• Manage shift changes and releases against timelines and governance, including shift reviews.
• Share ownership of capacity plans, including development, maintenance, and production.
• Coordinate business planning and forecasting with stakeholders; review drivers and variances and maintain version control.
• Manage supply, demand, and shrinkage models, trackers, and processes.

Essential requirements

• At least two years’ Workforce Management experience in a contact centre, back-office processing, and/or field services operation.
• Strong analytical skills, including propensity or regression-based analysis across multichannel environments.
• Excellent problem-solving and decision-making skills; ability to work effectively in a team.
• Good oral and written communication and interpersonal skills.

Desirable skills

• WFM software proficiency; Verint, Alvaria, and EG Solutions are advantageous.
• Telephony operating systems proficiency; AWS and Avaya are advantageous.
• Advanced Excel skills.

About PCSE

Benefits

• Benefits include holiday allowance, pension, life assurance, family leave, voluntary benefits, and employee network groups.