About MotorwayMotorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.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

Workforce Planning Analyst (Maternity Cover)