Workforce Management (WFM) Analyst

📍 Cardiff | 🏢 Hybrid - 3 days a week in the office. The first 6-12 weeks will be 5 days a week in the office while you get set in your new role.

Support Services - Customer Operations 🚀
Our Support Services team are the back office operations for all of our Customer Operations team (300+ people). It’s where all of the planning and analysis happens to make sure we have the right people in the right place at the right time for our customers to give them the help they need.

What You’ll Be Doing 🗃️

Real-Time Management (Reactive & Intraday):

• Monitor Live Queues: Track real-time contact volumes, handle times, and service level metrics across all channels.


• Execute Intraday Adjustments: Dynamically move staff, adjust break times, and open/close skill sets to mitigate service drops.


• Manage Ad-Hoc Sickness: Log unplanned absences on the day and immediately re-forecast staff requirements.

Scheduling & Planning (Proactive):

• Generate Schedules: Create and distribute baseline schedules, shifts, and patterns aligned with requirements.


• Optimise Resources: Balance breaks, lunches, meetings, training, and 1-to-1 sessions against the intraday curve.


• Manage Shrinkage: Process and approve annual leave, sickness, and offline activities against maximum shrinkage thresholds.


• Maintain Database: Ensure accurate employee profile mapping, working hours, skills and proficiencies within the WFM software.

Reporting & Analysis:

• Performance Reviews: Deliver daily, weekly, and monthly reports comparing scheduled plans against actual delivery.


• Identify Trends: Call out schedule non-adherence patterns and behavior issues to operational team leaders.


• Root Cause Analysis: Explain missed SLA targets due to unexpected volume spikes or high offline time.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools (Verint experience is desirable).
  


• Experience of supporting “live performance” within a contact centre environment.
  


• Proficient in using Excel / Google Sheets to analyse data and produce MI / Performance reports.
  


• Ability to provide clear insights and feedback to improve operational efficiency.
  


• Strong communication skills and the ability to share findings and collaborate with teams effectively.
  

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process 🤝

• Stage 1: 30 minute call with a Talent Partner


• Stage 2: 60 minute interview with Service Delivery Manager

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Other Useful Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).