Job Description
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.