Workflow Management Analyst

A day in the life

ManyPets utilises a specialist Workflow Management System to track workload, generate Management Information (MI) and analytics, and forecast future workloads and hiring needs. This role is a critical component of the Planning, Forecasting, and Resource Management team, supporting the wider Operations team with accurate data and reporting to enable operational leadership to manage performance effectively. The role involves identifying trends, assessing risks, and analysing customer interactions in a non-voice environment.

As our Workflow Management Analyst, you will be responsible for maintaining data quality and oversight within the Workflow Management System (Nexus), ensuring accurate and up-to-date information at all times.

Day to day you’ll update the system to maintain user status, ensure data consistency and provide accurate reporting on user numbers and work allocation/completion.  You’ll be producing regular MI and analytics using Power BI and other reporting tools and you’ll deliver valuable insights to support data-driven decision-making.  You’ll also work closely with the Resource Forecasting, Planning, and MI Manager to create and maintain capacity plans and forecasting requirements for a back-office environment.

Your responsibilities

• Maintain data quality and accuracy within the Workflow Management System (Nexus), ensuring all user and workload information is up to date.
• Manage system access by updating records for new starters and leavers, ensuring correct user statuses.
• Act as the "superuser" or subject matter expert for all Workflow Management System-related queries and provide system support to the business.
• Conduct volume forecasting for future weeks, months, and financial/calendar years to support operational planning.
• Develop and implement structured processes, production schedules, and reports to support operational areas efficiently.
• Provide training and guidance to new supervisory and management levels (e.g., Team Leaders) on system operation and reporting functionalities.
• Generate and analyse operational MI from the Workflow Management System, utilising Power BI and other reporting tools to drive business insights.
• Design and deliver management MI that supports informed decision-making across operational leadership.
• Identify and analyse trends, potential risks, and workload fluctuations, ensuring any challenges are highlighted and investigated proactively.
• Collaborate with key stakeholders to continuously improve reporting processes and data visualisation to enhance operational performance.
• Support workforce planning efforts by maintaining accurate capacity models and forecasting future staffing requirements.
• Assist in identifying opportunities for automation and process efficiencies within the workflow system to enhance productivity.

Your skills and experience

• Demonstrable analytical skills with the ability to interpret complex data sets. You bring in-depth knowledge of Workforce Management (WFM) principles in a back-office environment.
• Experience in capacity planning and forecasting staffing requirements. You’re able to identify performance trends, workload surges, or reductions.
• You are fluent in contact centre technology and you can use a range of platforms and apps to your advantage.
• Proficiency in data management and data quality assurance.
• Advanced proficiency in MS Excel, Power BI, and other reporting tools.
• A solutions-oriented mindset with a proactive approach to problem-solving.
• Clear written and verbal communication skills are crucial for conveying information clearly and concisely to our Ops Leadership.
• Ideally you will have worked within insurance or financial services or an FCA regulated business.

The interview process

This position has a three-step interview process, which will be held via Zoom.

• Stage 1 – an informal meeting with our People team. We’ll explain more about the role and how your experience matches up with what we need.
• Stage 2 – you’ll meet two of our managers in the team, including your new manager. This will be a longer interview up to an hour and we’ll ask you some competency questions.
• Stage 3 – the final stage will be with your new manager and our Head of Business Support. We may ask you to complete a short take-home task as part of the final interview.