WFM Analyst – Forecasting, Capacity & Performance

Hybrid | laya healthcare

Shape the future of workforce planning at laya healthcare

At laya healthcare, we're passionate about helping people live healthier lives. As one of Ireland's leading health and wellbing providers, we support our members through innovative healthcare solutions, exceptional service, and a commitment to putting people first.

We're currently looking for a WFM Analyst Forecasting, Capacity & Performance to join our Customer Care Operations team. This is an exciting opportunity for a highly analytical professional who enjoys turning data into meaningful insights and influencing business decisions through effective workforce planning.

Reporting to the Customer Care Operations Manager, you will play a key role in ensuring our Individual Sales, Corporate Services and Outbound Retention teams are optimally resourced to deliver excellent customer experiences while supporting business growth.

What you'll be doing

Develop and maintain accurate workforce forecasts across Customer Experience
Deliver short, medium and long-term forecasts and continuously improve forecasting accuracy.
Analyse historical trends, business drivers and campaign activity to identify future demand patterns.
Translate forecasts into workforce requirements, hiring plans and capacity strategies.
Produce rolling 12–18 month capacity plans aligned to business objectives.
Lead scenario modelling for demand spikes, campaigns, pricing changes and operational challenges.
Partner with Operations, HR and Finance on workforce planning, budgeting and recruitment activities.
Monitor forecast performance, productivity and utilisation trends.
Create dashboards and reporting packs that provide actionable business insights.
Support intraday reforecasting and provide guidance during periods of operational risk.
Identify opportunities to improve efficiency through scheduling optimisation, cross-skilling and workforce planning best practices.

What you'll bring

Minimum 3 years' experience in Workforce Management, forecasting, capacity planning or a similar analytical role.
Experience developing forecasting and workforce planning models.
Strong Excel skills and experience with Workforce Management platforms.
Ability to analyse large datasets and present clear, meaningful insights.
Experience creating performance reports, dashboards and business recommendations.
Excellent communication and stakeholder management skills.
Strong planning, organisational and problem-solving abilities.
A curious, data-driven mindset with a passion for continuous improvement.

Desirable:

Experience within a contact centre environment.
Experience supporting workforce planning across sales and service functions.

Why join laya healthcare?

At laya healthcare, we recognise that our people are our greatest asset. That's why we offer a range of benefits designed to support your wellbeing, career development and work-life balance, including:

Competitive salary
Hybrid working
Health insurance
Pension scheme
Learning and development opportunities
Employee Assistance Programme
Health and wellbeing supports
Sports and social initiatives
A collaborative and inclusive culture where your contribution is valued

Inclusion, Diversity & Accessibility

At laya healthcare, we are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applications from people of all backgrounds, experiences, and perspectives.

If you require a reasonable accommodation at any stage of the recruitment process, please let us know. We will work with you to provide the support you need to participate fully and fairly throughout the process.

Ready to Apply?

If you're passionate about workforce planning, forecasting and using data to drive operational excellence, we'd love to hear from you.

WFM Analyst

Benefits

Job Description