ABOUT MOTORWAY Motorway 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 Role
This 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 utilization. - 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 - 60 minutes - Final Interview and Take Home 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 - Duration: 12 Months FTC Benefits We've got your back, in life's biggest moments and the everyday ones too. - Competitive salary - Equity scheme - we all share in Motorway’s success - 25 days holiday - Sea-front office with bi-weekly massages and free snacks - Private medical insurance via BUPA - Life assurance - Pension scheme (we contribute 5%) - Enhanced family leave (e.g. 26 weeks full pay for maternity or adoption) - 24/7 Employee Assistance Programme - EV leasing scheme - Cycle to work scheme - Nursery salary sacrifice scheme - 1 paid volunteering day a year