Workforce Management (WFM) Analyst
Capital on Tap is seeking a Workforce Management (WFM) Analyst to join their Support Services team in Cardiff. This team plays a crucial role in supporting over 300 Customer Operations staff by ensuring optimal staffing and operational efficiency. The company, founded in 2012, has grown to over 1,000 employees and serves more than 200,000 customers, offering a range of financial products designed to simplify business operations.
In this role, the WFM Analyst will be responsible for real-time management, including monitoring live queues and adjusting staffing levels to meet service targets. They will also handle scheduling and planning tasks, such as creating and distributing schedules, optimizing resource allocation, and managing shrinkage factors like leave and offline activities. Additionally, the analyst will produce performance reports, identify trends, and conduct root cause analyses to inform operational improvements.
Candidates should have experience in a resource planning team, with proficiency in telephony platforms and workforce management tools; experience with Verint is desirable. A background in supporting live performance within a contact center environment is essential. Strong analytical skills, particularly in Excel or Google Sheets, are required to produce management information and performance reports. Effective communication skills are necessary to collaborate with operational teams and provide actionable insights.
Capital on Tap offers a comprehensive benefits package, including private healthcare with dental and optical services, worldwide travel insurance, and an anniversary reward scheme. Employees enjoy 28 days of holiday plus bank holidays, an annual learning and wellbeing budget, and enhanced parental leave. Additional perks include a salary sacrifice pension scheme, cycle-to-work scheme, and season ticket loan.
The company fosters a dynamic and inclusive culture, emphasizing continuous learning and internal mobility. Employees are encouraged to take ownership of their tasks and contribute to the company's growth. Capital on Tap values feedback and provides regular, constructive input to help employees flourish.