Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Analyse workforce data and create schedules to optimise contact centre performance.
- Company: Join Motorway, the UK's fastest-growing used car marketplace with a vibrant culture.
- Benefits: Enjoy flexible work, stock options, health insurance, and generous parental leave.
- Why this job: Be part of a team transforming the used car market while developing your analytical skills.
- Qualifications: Experience in workforce planning and strong analytical skills are essential.
- Other info: Dynamic work environment with opportunities for personal development and social events.
The predicted salary is between 36000 - 60000 £ per year.
About MotorwayMotorway 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 RoleThis is an exciting opportunity to become an integral part of Motorways Workforce Planning Team. As the critical link, you will directly support Contact Centre teams across Motorway 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, including 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 center 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 the 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 (i.e. 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 and 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 center 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 and skills 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 8:45am to 5:30pm
What you\’ll get
Great work-life balance with standard shifts from 8:45am to 5:30pm
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 so you can share in Motorway\’s growth and future success
Pension scheme to plan for your future with our 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 full paid maternity leave, 4 weeks paternity leave
… and much more!
#J-18808-Ljbffr
Workforce Planning Analyst employer: Motorway
Contact Detail:
Motorway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Planning Analyst
✨Tip Number 1
Get to know the company inside out! Research Motorway's mission, values, and recent achievements. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to workforce planning and data analysis. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss specific examples of how you've used data to drive decisions in previous roles. This will demonstrate your ability to provide deep insights into operational performance, just like the role requires.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Workforce Planning Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Workforce Planning Analyst role. Highlight your experience with WFM systems and data analysis, as these are key for us at Motorway. Use specific examples that showcase your skills in a contact centre environment.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you're excited about the role and how your background fits with our mission at Motorway. Be genuine and let your personality come through – we love seeing the real you!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, make sure to highlight your proficiency with tools like Google Sheets or Excel. Share examples of how you've used data to drive decisions or improve performance in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join the Motorway team!
How to prepare for a job interview at Motorway
✨Know Your Numbers
As a Workforce Planning Analyst, you'll be dealing with a lot of data. Brush up on your analytical skills and be ready to discuss how you've used tools like Google Sheets or Excel to manipulate large datasets. Prepare examples of how your analysis has driven decisions in previous roles.
✨Understand WFM Systems
Familiarise yourself with workforce management systems such as Calabrio or Genesys. Be prepared to explain how you've used these tools in the past to create schedules or track performance metrics. Showing that you can hit the ground running will impress the interviewers.
✨Communicate Clearly
You'll need to translate complex data into actionable insights for stakeholders. Practice explaining your past experiences in a straightforward manner. Use examples where you successfully communicated performance outlooks or made recommendations based on your analysis.
✨Show Your Proactivity
Motorway values a proactive approach. Think of instances where you've identified operational gaps and implemented solutions independently. Be ready to share these stories during your interview to demonstrate your self-motivation and problem-solving skills.
