At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together. Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category. At Nexus, we’re always moving forward. As a responsible business, we grow, innovate and relentlessly enhance our tech, so you never have to stop. Our four core values: Never stop evolving Never stop anticipating Never stop committing Never stop collaborating *About the role* As a Contact Centre Workforce Planning Analyst, you will support the effective planning and delivery of resources across our Contact Centre. Building on your experience in real-time management or contact centre operations, you will help turn performance data into practical recommendations, support forecasting and scheduling, and contribute to improvements in service levels, colleague utilisation and customer experience. If you're currently working in a real-time or contact centre management role and are looking to take the next step in your career, this is a fantastic opportunity to build on your existing experience, develop new skills in workforce planning and progress towards a more strategic role within the business. *What you’ll do* * Support short- and medium-term forecasting by reviewing contact volumes, handling times, trends, seasonality and customer or supplier activity. * Assist with resource and capacity planning, including schedule preparation, shrinkage assumptions and shift-pattern reviews within the WFM platform. * Track schedule adherence, staffing levels and utilisation, working with Team Leaders and Operations Managers to understand and address variances. * Produce existing daily, weekly and monthly management information (MI), including SLA, contact behaviour, staffing and performance reporting. * Develop an understanding of the different teams, work types and resource requirements across the Contact Centre. * Help assess the impact of operational changes, new processes and automation on workload and staffing requirements. * Maintain accurate planning data and contribute to improving reporting, forecasting and workforce planning processes. * Work closely with the wider Operations Team, taking ownership of defined tasks and developing your planning capability over time. * Line Management of 1 Workforce Optimisation Analyst who monitors real-time performance across contact channels, highlighting risks to service levels and recommending timely actions. *About you* * Experience in a real-time advisor, real-time management, contact centre team leadership or similar operational role. * Confident working with numbers and performance data, with curiosity about what the data tells us. * Good working knowledge of Excel and an interest in developing more advanced analytical skills. * Clear communicator who can build positive relationships with colleagues and operational stakeholders. * Organised, detail-focused and able to balance changing priorities in a busy environment. * Proactive, solution-focused and comfortable raising risks and suggesting improvements. * Motivated to develop a career in workforce planning, forecasting and resource management. *Desirable experience* * Exposure to workforce management (WFM) systems, scheduling or adherence reporting. * Understanding of contact centre metrics such as SLA, occupancy, shrinkage, average handling time and forecast accuracy. * Experience creating reports or using Excel functions such as pivot tables and lookups. * Some involvement in forecasting, capacity planning or continuous improvement activities. You do not need to have owned a full forecasting or workforce planning function before. We are looking for someone with strong operational foundations and the potential to grow into broader planning responsibilities. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation or age. Pay: From £35,000.00 per year Benefits: * Casual dress * Company pension * Enhanced maternity leave * Enhanced paternity leave * Free flu jabs * Life insurance * On-site parking * Private medical insurance Application question(s): * Do you have contact centre experience? * Do you have realtime/planning experience? Please answere yes/no and number of years * Are you able to attend the office 2 days per week? (up to 4 days in the first 3 months) Work Location: Hybrid remote in Pudsey LS28 6AA
Workforce Planning Analyst
