Senior Workforce Planning Analyst

To support business success by developing precise workforce forecasts and capacity plans that balance customer needs with operational efficiency. This role not only leverages data analysis and modeling but also translates insights into strategic recommendations that influence hiring, scheduling, and resource allocation. Through collaboration with leadership and operational teams, the Senior Workforce Analyst ensures the organization maintains optimal staffing levels to deliver excellent service while managing costs effectively and driving continuous improvement through data-driven decision-making.

What the Role involves:

• Create forecasts for call/email & chat volumes with arrival patterns to ensure schedules and work patterns meet business requirements while supporting team wellbeing.
• Develop short- and long-term forecasts using historical data, business inputs, and scenario modeling.
• Build and present insightful analyses that explain the why behind performance trends and recommend clear actions to improve efficiency or service outcomes.
• Create strategic workforce plans that influence hiring, shift structures, and resource allocation.
• Partner with senior leadership and operations to ensure workforce strategies support business objectives.
• Deliver data-driven insights and visual reports that inform decision-making and optimize operational performance.
• Analyze and report on daily, weekly, and monthly shrinkage, recommending targeted improvements backed by data.
• Use advanced analytical tools and WFM systems for modeling, forecasting, and reporting.
• Lead initiatives to improve forecasting accuracy, insight delivery, and workforce planning processes.
• Act as a key advisor on workforce-related strategies, long-term operational planning, and capacity optimization.

Experience:

• Strong grasp of workforce modelling and forecasting, able to apply concepts to plan staffing strategically.
• Tech-savvy with spreadsheets and WFM tools, comfortable in Excel, Google Sheets, or any WFM system to crunch, model, and visualize data.
• Analytical powerhouse, able to dive into complex problems, spot trends, and make sense of messy data.
• Turn data into action by taking complex numbers and translating them into clear, practical insights that drive decisions.
• Data storyteller and influencer, building strong relationships and communicating insights in a way that inspires action across teams.
• Get stuff done under pressure, prioritising effectively, meeting deadlines, and keeping things moving even when it’s busy.
• Must have a minimum of 5 years of experience in this role.

Attributes & Skills:

• Curiosity that drives you to dig deeper and uncover the story behind the numbers.
• Confidence to challenge, question, and recommend better ways of working.
• A self-starter mindset — you see what needs doing and make it happen.
• Strong communicator who can make data make sense.
• Always thinking about how insights can turn into action and impact.

Some things that we all do:

• MAKE IT HAPPEN: We strive for meaningful results. We own both our successes and setbacks along the way. We stay curious, act boldly, and check our blind spots. We only look back to learn.
• MAKE IT TOGETHER: We win and celebrate as a team. We help each other grow by bringing out the best in each other. We work together to take on impossible challenges with energy and positivity. We know when to set a new direction, and we all row together.
• MAKE IT HUMAN: We bring our authentic selves to work, and we create space for everyone to succeed. We support, trust, and respect each other. We welcome each other’s unique perspectives as we recognize we are all essential parts of something bigger. We communicate kindly and candidly.
• MAKE IT ABOUT THE CUSTOMERS: Period.
• MAKE IT DATA DRIVEN: We choose to assess rather than assume. We champion analysis over anecdotes, but remain open-minded. We ask the hard questions, consider the context, and make informed decisions.
• MAKE IT MATTER: We measure ourselves by our impact. We are deliberate and strategic about what we do, and what we do not do. We identify creative solutions to new problems and blaze new paths. We deploy our resources thoughtfully, all acting as owners.