Workforce Management Real Time Analyst

Job description

**THE CARWOW GROUP** Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer. What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service. In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million. **WHY JOIN US?** We are winners of the prestigious Culture 100 award that recognises the most loved and happiest tech companies to work for! We have just raised $52m in funding led by global venture capital firm Bessemer Venture Partners (an early backer of LinkedIn and Shopify) to accelerate our growth plans! As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers. Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!). Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in! **THE ROLE** We are seeking a highly analytical and proactive Real-Time Analyst to join our Workforce Management (WFM) team. This role will be instrumental in monitoring and optimizing real-time staffing, ensuring service level agreements (SLAs) are met, and addressing operational challenges as they arise. The Real-Time Analyst will work closely with operations, WFM, and leadership to drive efficiency, improve agent performance, and enhance customer experience. **WHAT YOU'LL BE DOING** - Real-Time Monitoring: Track live adherence, call volumes, and agent activity to ensure optimal workforce utilization. - Dialer Management: Oversee and adjust outbound dialer settings to maximize efficiency and minimize idle time. - Intraday Staffing Adjustments: Reallocate resources dynamically based on demand fluctuations and operational needs. - SLA & KPI Management: Identify and mitigate risks related to SLAs, occupancy, and service levels. - Incident Response: Act as the first point of contact for escalations related to workforce disruptions or system issues. - Performance Reporting: Provide real-time insights and intraday reports to operations and leadership. - Collaboration: Work closely with WFM planners, schedulers, and team managers to align staffing with business needs. **WHAT YOU'LL NEED** Please note: We know that no candidate will be the perfect match for all we've listed in this posting, so we’d encourage you to apply if you feel you're close to the brief but not an exact match. Ideally you’ll - 2+ years of experience in workforce management or related field - Strong analytical and problem-solving skills - Excellent communication and interpersonal skills - Proficient in Gsheets and other data analysis tools - Strong knowledge of WFM tools, real-time tracking software, and dialer management systems. - Ability to work independently and as part of a team - If you are a highly motivated and detail-oriented individual with a passion for workforce management, we encourage you to apply for this exciting opportunity. **WHAT’S IN IT FOR YOU** - Hybrid working - Competitive salary to fund that dream holiday to Bali - Matched pension contributions for a peaceful retirement - Share options - when we thrive, so do you! - Vitality Private Healthcare, for peace of mind, plus eyecare vouchers - Life Assurance for (even more) peace of mind - Monthly coaching sessions with Spill - our mental wellbeing partner - Enhanced holiday package, plus Bank Holidays - 28 days annual leave - 1 day for your wedding - 1 day off when you move house - because moving is hard enough without work! - For your third year anniversary, get 30 days of annual leave per year - For your tenth year anniversary, get 35 days of annual leave per year - Option to buy 3 extra days of holiday per year - Work from abroad for a month - Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies - Bubble childcare support and discounted nanny fees for little ones - The latest tech (Macbook or Surface) to power your gif-sending talents - Up to £500/€550 home office allowance for that massage chair you’ve been talking about - Generous learning and development budget to help you master your craft - Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for - Refer a friend, get paid. Repeat for infinite money *Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.*