Workforce Optimisation Analyst

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

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