Workforce Planning Analyst

As a Workforce Planning Analyst at Motorway, you will play a crucial role in supporting Contact Centre teams to meet their Service Delivery Plans through effective demand forecasting and resource allocation. Your responsibilities will include creating and distributing agent schedules across multiple channels (Voice, Live Chat, Email, and Tickets), tracking operational performance metrics using tools like Calabrio and Zendesk, and providing insights to identify trends and performance risks. This role requires hands-on experience in workforce planning, strong analytical skills, and the ability to communicate complex data-driven insights to stakeholders.