The Chance
We’re looking for an experienced Workforce Management Analyst to support our WFM function.
This role covers forecasting, scheduling, and real-time performance
Verint experience is essential
Key Responsibilities
Deliver short-term and 12-week forecasts aligned to demand
Develop and maintain interval-level schedules and rosters
Ensure rosters are fair, compliant, and aligned to EBA requirements
Monitor real-time performance and make intraday adjustments
Manage staffing changes (breaks, absences, overtime, queue coverage)
Support capacity planning and operational decision-making
Take handover from the current analyst to ensure continuity
Assist in stabilising and improving the Verint WFM system
About You Essential
Proven hands-on experience with Verint Workforce Management
Solid background in:
Workforce planning & forecasting
Scheduling and rostering
Real-time (RTA)
performance management
Understanding of contact centre metrics:
Service Level (SL)
Average Handle Time (AHT)
Schedule Adherence
Knowledge of EBA rules and fair rostering practices
Solid analytical and problem-solving skills
Desirable
Long-term forecasting experience
Exposure to ActiveOps
Power BI or dashboarding capability
Experience across contact centre or back-office operations
Apply Now
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.