Preparing clear, concise, and actionable executive-level reports and presentations on WFM performance, trends, and resource requirements for senior leadership.
Analysing large datasets, identifying patterns and trends, and communicating key insights to stakeholders.
Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.
Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.
Working closely with the forecasting, People, Operations, and WFM data teams to continuously improve schedule quality, shift offerings, and reduce errors.
Ensuring holiday utilisation remains within budget and at expected quarterly levels, factoring in seasonality.
Deep-diving into schedule issues to improve schedules, reduce manual amendments, and increase schedule automation per domain.
Managing mappings, service goals, and overall Verint backend configuration and setup.
Collaborating with the People team (for FWRs), Hiring, L&D (for New Hires), Operations (for schedules, skills, and shifts), and Forecasting for schedule accuracy.

Demonstrable experience in workforce management, ideally in a fast-paced, high-growth environment (e.g., technology, customer support, operations).
Expertise in WFM software and tools, with Verint experience preferred.
Strong proficiency in Google Sheets (advanced formulas, pivot tables, and data analysis).
Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication.
Excellent analytical skills with the ability to synthesise data, identify trends, and translate insights into actionable strategies.
Familiarity with Looker, basic knowledge of BigQuery, or experience with scenario planning, resource modelling, and strategic capacity planning is a bonus.
Ability to work autonomously, manage multiple priorities, and thrive in a dynamic environment.

£1,000 learning budget each year to use on books, training courses and conferences.
Flexible working hours.
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
Plus lots more!

Senior Workforce Management Analyst – Fixed Term Contract

Key skills