At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together.
Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.
At Nexus, we’re always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.
This attitude drives everything we do – for our customers, our people and our suppliers – and is grounded in the synergy of four core values.
- Never stop evolving
- Never stop anticipating
- Never stop committing
- Never stop collaborating
About the role
We are looking for a proactive and analytical Workforce Optimisation Analyst to join our Contact Centre Planning team. In this role, you will be responsible for managing real-time performance across multiple contact channels, ensuring operational efficiency and service levels are consistently achieved.
Reporting to the Forecasting & Planning Manager, you will monitor live performance, manage agent schedules, and provide meaningful MI reporting and insight analysis to support operational decision-making. You will play a key role in balancing resource allocation, shrinkage management, and customer demand across the operation.
What you'll do
- Monitor real-time queues, volumes, and performance across all contact
- channels, making tactical decisions to maximise SLA achievement
- Manage and maintain agent schedules, ensuring all planned shrinkage is accurately recorded and optimised
- Adjust breaks, offline activities, and other shrinkage around workload and customer demand patterns
- Ensure compliance with internal adherence policies
- Support the production and maintenance of MI reporting, contributing to analysis in line with business and Planning Manager requirements
- Identify trends, risks, and performance opportunities through data analysis
- Support Team Leaders with schedule amendments, skill changes, and operational requests
- Take ownership of the Resource Planning inbox and Slack channels, ensuring all queries are responded to within agreed SLAs
- Collaborate with operational teams to support continuous improvement initiatives and operational efficiency
About you
You are highly organised, detail-oriented, and thrive in a fast-paced operational environment. You are confident communicating with stakeholders at all levels and can balance analytical thinking with strong interpersonal skills.
You will demonstrate:
- A self-motivated and results-driven approach
- Strong organisational skills with exceptional attention to detail
- Excellent analytical and numerical capability
- A confident, approachable, and collaborative attitude
- The ability to multitask and prioritise effectively under pressure
- Strong emotional intelligence and awareness of operational team pressures
- and challenges
- A team-focused approach with strong relationship-building skills
Desirable Experience
- Experience using Workforce Management (WFM) platforms.
- Experience within an omni-channel contact centre environment
- Awareness of resource planning methodologies, including Erlang calculations
- Awareness and practical understanding of AI tools and emerging technologies within customer operations
Essential Experience
- Intermediate Excel skills, including formulas and awareness of macros
- Strong analytical and reporting capability
- Excellent communication and stakeholder management skills
- Emotional intelligence and the ability to work effectively in a fast-paced operational environment
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.
Pay: From £30,000.00 per year
Benefits:
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Store discount
Work Location: Hybrid remote in Pudsey LS28 6AA
