Workforce Planning Analyst, Motorway
Offers Stock options
Online car marketplace
Be an early applicant
Online car marketplace
201-500 employees
Be an early applicant
Offers Stock options
201-500 employees
Company mission
To build a better car market for everyone, harnessing the power of technology to deliver an amazing experience.
Role
Who you are
- A deep understanding and application of end to end workforce planning methodologies, processes and systems, is essential for success in this fast paced contact center environment
- Demonstrated success and hands on experience in end to end workforce planning and real time monitoring
- Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact center omnichannel platforms
- Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders
- Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real time needs
- A proactive, self motivated approach to identifying operational gaps and implementing solutions independently
- Experience working in a fast paced omnichannel contact centre environment
What the job involves
- This is an exciting opportunity to become an integral part of Motorways Workforce Planning Team. As the critical link, you will directly support Contact Centre teams across Motorway in achieving their Service Delivery Plans
- Your analysis and utilisation of resources are essential to meeting critical Service Level Agreements, while simultaneously increasing overall productivity and efficiency
- You’ll proactively drive value through effective planning and detailed analysis of performance, including communicating current and future performance outlooks to stakeholders
- You will create and distribute agent schedules based on demand forecasts and operational targets, ensuring optimal resource allocation across all contact channels (Voice, Live Chat, Email, and Tickets)
- Key components of this role include tracking real time and historical operational performance and adherence to plans, utilising tools such as Calabrio, Zendesk Contact Centre/Amazon Connect, and Google Sheets. You'll provide deep analysis and insights into KPI performance and productivity metrics to identify critical trends and highlight performance risks
- Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email, and Tickets)
- Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilization
- Actively track and monitor the real time performance of KPIs and adherence to plans
- Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks
- Provide deep analysis and data driven insights into operational performance (i.e. utilisation, occupancy, productivity)
- Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language
- Maintain, build, and enhance operational reports to support data driven decision making
- Shift pattern: Monday to Friday 8:45am to 5:30pm
Application process
- Intro Call with Talent Partner - 30 minutes
- Hiring Manager Interview and skills assessment - 60 minutes
- You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations
Our take
Like many industries, the second-hand car market has undergone significant transformation, with more and more dealers and car owners looking to buy and sell cars online. Motorway is one of a handful of online car marketplaces that are capitalising on this trend.
Motorway differentiates itself from traditional e-commerce and brick and mortar stores because it’s a marketplace, rather than an inventory. This allows for improved speed and verification. Owners sell their cars 100% online in as little as 24 hours with free car collection, while Motorway also supports car dealerships with a new channel for acquisition of used car stock.
Since being founded in 2017, Motorway has grown rapidly, achieving unicorn status in 2021. It is planning on putting this capital to use expanding both geographically and internally, adding more features to its already well-reviewed product. One such feature is its ULEZ checker, which allows car buyers to assess the environmental compliance of vehicles.
The biggest challenge Motorway faces is competing with other well-funded competitors jumping on this trend, such as Auto1 and Cazoo, as well as established companies like Webuyanycar.com. However, online penetration in the £480 billion British and EU used car market is minimal - suggesting that there is enough market to share amongst Motorway and its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"We push boundaries all the time, some people think we're an automotive company, but we're a tech company and think like one. So that includes using..."
Funding (last 2 of 4 rounds)
Nov 2021
$190m
SERIES C
Jun 2021
$62.9m
SERIES B
Total funding: $271m
Company benefits
- Many of our roles include significant stock options, so you can share in Motorway’s growth and future success
- Our friendly team meet up regularly for lunches and after-work drinks, plus we hold larger events at least twice a year
- Many of our roles include flexibility to work from home regularly
- Your health is your wealth! We take our health and well-being seriously with comprehensive BUPA health insurance offered to every team member - which now covers pre-existing conditions (as long as they're included in the policy). We also offer discounted dental and discounted gym memberships
- Lease a brand new electric car through your gross salary saving up to 40% on the retail cost
- Purchase a bicycle, accessories and safety equipment through your gross salary, so that you can save on the cost of a new bike & accessories
- Our pension provider is NEST, through whom you have a choice of funds that you can align with your faith, beliefs and attitudes to risk
- Work from any European timezone 1 month per year
- We offer a workplace nursery scheme, where employees can pay for nursery fees via salary sacrifice and, as a consequence, save on tax
Company values
- Create new roads - Changing things for the better through innovation
- Take the wheel - Being accountable and facing hard challenges head-on
- Be humble - Leaving egos at the door — we succeed as one
- Pedal to the metal - We move fast and act decisively
- 5-star comes as standard - Experiences that delight, excellence as standard
Articles
Leadership
Tom Leathes
(Co-Founder & CEO)Previously co-founded Top10, uSwitch.com, Official Space, LoanCube, and Acre.
Tanya Cordrey
(CPO)Previously the VP of Product at Instagram. They also spent 7 years at Guardian News & Media as a General Manager and Chief Digital Officer.
Naomi Walkland
(CMO)Previously spent almost 6 years at Bumble, initially joining as a Marketing Lead before working their way up to become the VP of EMEA & APAC Marketing.
James Wilson
(COO)Previously spent almost 8 years at Amazon in various Head of Marketplace roles. Prior to that, they spent nearly 10 years at Bain as a Principal.
Liz Kistruck
(CFO)Previously the CFO at Lyst. Prior to that, they spent almost 14 years at Expedia Group in various roles, including CFO.
People progressing
Steve joined Motorway back in October 2018 as a Senior Product Manager, since them, they have risen through the ranks to Lead PM, Head of Product, and now serve as the Principal Product Manager.
Diversity, Equity & Inclusion at Motorway
- Motorway is committed to equality of opportunity for all employees. We provide a supportive and inclusive environment where individuals from all backgrounds can reach their full potential. We welcome applications from all individuals regardless of age, disability, sex, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief, and marital or civil partnership status.
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