Contact Centre Workforce Planning Manager

  • Permanent / Full Time
  • Midlands
  • £45,000 - £55,000 GBP / Year

Midlands

£45,000 – £55,000

To provide expertise in contact centre planning and schedule management to underpin delivery of performance, process efficiency and service quality. Working directly with departments and stakeholders to influence actions and activity to ensure effective ensure the efficient allocation and management of resources.

 

The Role

  • Lead Workforce Management expertise, ensuring system accuracy and continuous improvement.
  • Balance shrinkage, training, and budget KPIs. Analyse data to refine shifts, enhance operations, and support workforce requests.
  • Oversee holiday management and planning requests, ensuring seamless execution and professional representation.

 

Key Responsibilities:

  • Experience in a Resource Planning/Workforce management background with 2+ years of experience of day-to-day use of a workforce management system
  • Analytical AI skills developing, creating and distributing analytical insights through AI tools
  • Build and maintain effective working relationships at all levels internally and externally
  • Ability to negotiate and influence stakeholders across all levels internally and externally, adapting communication styles as appropriate
  • Dedicated work ethic and desire for constant self-improvement and development
  • Exceptional communication skills to chair meetings, develop information packs, and influence stakeholders.
  • Strong focus on continuous improvement to enhance current workforce management system and knowledge of planning methodologies.

The Person

  • Comprehensive understanding of workforce planning, resource allocation, and managing schedules in line with SLAs.
  • Expertise in scheduling techniques and scenario modelling methodologies.
  • Significant experience in managing resource allocation for large teams (circa 180 FTEs) across multiple skills, lines, and channels.
  • Track record of identifying and implementing operational improvements to enhance efficiency and reduce costs.
  • Experience in chairing meetings, developing management information (MI) reports, and supporting operational management teams
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