Senior Customer Strategy Analyst
•Owner· 4h
Data ScienceFull-time$140k-180kAmericas
4h ago
Checkatrade·about 12 hours ago
Location: Portsmouth (Hybrid)
Department: Workforce Management
Contract Type: Full-time, Permanent (35Hr/Week)
Reports to: Workforce Planning Lead
Role Overview
As a Workforce Planning Specialist, you will play a key role in enabling Checkatrade’s Customer Success and Sales teams both in the UK and in our BPO’s to deliver a world-class experience. It is both an operational and strategic role, you’ll act as an influential voice using data to drive forecasting, capacity planning, and real-time optimisation, you’ll ensure we have the right people in the right place at the right time. You’ll partner closely with operations leadership to align business objectives with workforce requirements in a dynamic, fast-paced environment.
Key Responsibilities
Forecasting & Capacity Planning: Develop short, medium, and long-term forecasts for contact volumes, staffing needs, and productivity based on historical trends, marketing campaigns, product launches, and seasonality.
Scheduling & Resource Optimisation: Create staffing models and shift patterns that align with demand and optimise operational efficiency across inbound, outbound, and back-office functions.
Real-Time Monitoring & Reporting: Support intraday management of service levels and workforce adherence. Highlight and escalate variances in staffing or performance.
Data Analysis & Insights: Analyse operational data to identify trends, risks, and opportunities for workforce improvements. Present actionable insights to stakeholders.
Stakeholder Collaboration: Work cross-functionally with all operational and data/BI teams to align workforce strategies with business objectives.
Tool & System Utilisation: Leverage WFM software (e.g., Teleopti/Calabrio, or similar), CRM platforms (e.g. Salesforce), and BI tools (e.g., Power BI, Lookr, Tableau) to automate and enhance planning processes.
What We’re Looking For
Proven experience in workforce planning, capacity forecasting, or a similar analytical role within a contact centre or high-growth environment.
Strong analytical and problem-solving skills, with advanced Excel/Google Sheets and SQL capabilities.
Experience with WFM tools and data visualisation platforms.
Ability to communicate complex information in a clear and compelling way to both technical and non-technical stakeholders.
High attention to detail, with a proactive and collaborative approach.
About us
We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.
We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.