Real Time Analyst

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

Note:
This role is based in our Brighton Office, and would require you to be onsite 4 days per week with one day remote.

The role:

This is an exciting opportunity. As an integral part of the Motorways Workforce Planning Team, you’ll support the Motorways CX team in achieving their service delivery plans through analysis and utilisation of resources to meet SLAs and increase productivity.

The role requires monitoring real-time performance of KPIs and adherence to plans. You will create and distribute schedules based on forecasts, operational targets, and staff availability, as well as plan daily agent activities while optimising resources across all contact channels.

You’ll also maintain, build, and create operational reports using Google Sheets, Talkdesk, and Calabrio. You will provide analysis and insights into overall CX performance, including performance and productivity metrics and KPIs. Identifying trends, highlighting performance risks, and proactively adding value through effective analysis will be key components of this role.

The successful applicant will demonstrate experience in workforce planning and operational analytics, hands-on experience with workforce management, and omnichannel processes and systems in a fast-paced contact centre environment. An understanding of end-to-end workforce planning methodologies is essential.

Responsibilities:

• Monitor real-time performance of KPIs and adherence.
• Analyse operational performance to achieve SLAs (utilisation, occupancy, productivity).
• Plan and forecast across multiple channels (voice, email, social media, and web chat).
• Plan daily shifts, utilising and optimising staffing across all contact channels.
• Maintain, build, and create operational reports.
• Provide analysis and insights into overall customer experience (CX) performance

Requirements

• Demonstrated success in workforce planning and/or real-time monitoring.
• Experience in a contact centre environment.
• Proficiency with workforce planning methodologies.
• Ability to manage conflicting priorities effectively.
• Skill in translating data for stakeholders.
• Strong organisational skills and self-motivation

Benefits

• A competitive salary
• Stock options
• Annual learning budget - with your learning budget, you can pay for learning experiences to support your progression.

• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• On-Hand volunteering membership + volunteering day
• Hybrid working - opportunity to work from home one day a week (subject to approval)
• Pension scheme
• Enhanced maternity/paternity leave
• Regular social events
• Cycle to work scheme
  

Equal Opportunities Statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.