Overview
The purpose of the Workforce Planning & Optimisation Manager is to lead our forecasting, capacity planning & scheduling functions for our contact centre of ~180 FTE. As a key member of the Customer Care Centre leadership team, you will play a critical role in ensuring optimal staffing to meet customer demands whilst maximising efficiency. You will oversee a team of Real-Time analysts and work closely with Customer Care Leadership team & Finance teams to deliver data-driven workforce solutions, plan & deliver required staffing levels to budget, and support day-to-day operational improvement. Proficiency in Verint Enterprise WFM is highly desirable for this role.
What you'll be doing
Forecasting & Capacity Planning
Develop accurate short-term, mid-term and long-term workload forecasts in our omni-channel contact centre, using historical data, business inputs and predictive analysis. Create and maintain capacity plans to ensure the contact centre is adequately staffed to meet service level agreements (SLAs) and business targets. Analyse trends and collaborate with cross-function teams in our Customer Care Centre to align workforce strategies with SLAs & business objectives.
Scheduling
Design and optimise schedules to balance customer experience, operational efficiency and employee satisfaction. Plan & manage schedule adherence and shrinkage to maintain productivity and performance levels. Ensure compliance with labour laws, company policies and contracts in all scheduling activities.
Real-time Management
Lead a team of real-time analysts to monitor daily operations and make adjustments to optimise staffing. Ensure timely interventions during unforeseen fluctuations in contact volumes or resource availability. Develop contingency plans for emergencies, through a demand management plan, including system outages, high absence rates &/or high attrition.
Reporting & Insights
Deliver regular performance reports on key WFM metrics, including forecast accuracy, service levels, occupancy, conformance & adherence. Provide actionable insights and recommendations to improve workforce efficiency and customer experience. Conduct regular analyses of forecast variances and implement corrective measures.
Team Leadership & Collaboration
Collaborate with Senior Manager, Quality, Compliance, Resource & Planning Manager to create & deliver on Workforce planning strategy. Manage, coach & develop a team of real-time analysts, fostering a continuous improvement & learning culture. Collaborate with Customer Care Operational leadership team, People team & Change & Technology teams to align Resource & Planning (R&P) strategies with overall business goals.
What we'll look for in you Proven experience in working with workforce management tools, within a contact centre. Experience in using a form of WFM software. Expertise in forecasting, capacity planning & scheduling for contact centres of a comparable size (~180 FTE). Strong analytical skills with the ability to interpret complex data and present actionable insights. Excellent leadership & team management capabilities. Exceptional communication skills and an ability to “Keep Things Simple” with other key stakeholders, at all levels. A proactive approach to problem-solving & process improvement. Proficiency in Verint Enterprise WFM. Experience in managing remote/hybrid teams. Familiarity with Salesforce. Knowledge of UK Labour Laws and their application in workforce planning.
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Develop accurate short-term, mid-term and long-term workload forecasts in our omni-channel contact centre, using historical data, business inputs and predictive analysis. Create and maintain capacity plans to ensure the contact centre is adequately staffed to meet service level agreements (SLAs) and business targets. Analyse trends and collaborate with cross-function teams in our Customer Care Centre to align workforce strategies with SLAs & business objectives.
Scheduling
Design and optimise schedules to balance customer experience, operational efficiency and employee satisfaction. Plan & manage schedule adherence and shrinkage to maintain productivity and performance levels. Ensure compliance with labour laws, company policies and contracts in all scheduling activities.
Real-time Management
Lead a team of real-time analysts to monitor daily operations and make adjustments to optimise staffing. Ensure timely interventions during unforeseen fluctuations in contact volumes or resource availability. Develop contingency plans for emergencies, through a demand management plan, including system outages, high absence rates &/or high attrition.
Reporting & Insights
Deliver regular performance reports on key WFM metrics, including forecast accuracy, service levels, occupancy, conformance & adherence. Provide actionable insights and recommendations to improve workforce efficiency and customer experience. Conduct regular analyses of forecast variances and implement corrective measures.
Team Leadership & Collaboration
Collaborate with Senior Manager, Quality, Compliance, Resource & Planning Manager to create & deliver on Workforce planning strategy. Manage, coach & develop a team of real-time analysts, fostering a continuous improvement & learning culture. Collaborate with Customer Care Operational leadership team, People team & Change & Technology teams to align Resource & Planning (R&P) strategies with overall business goals.
What we'll look for in you Proven experience in working with workforce management tools, within a contact centre. Experience in using a form of WFM software. Expertise in forecasting, capacity planning & scheduling for contact centres of a comparable size (~180 FTE). Strong analytical skills with the ability to interpret complex data and present actionable insights. Excellent leadership & team management capabilities. Exceptional communication skills and an ability to “Keep Things Simple” with other key stakeholders, at all levels. A proactive approach to problem-solving & process improvement. Proficiency in Verint Enterprise WFM. Experience in managing remote/hybrid teams. Familiarity with Salesforce. Knowledge of UK Labour Laws and their application in workforce planning.
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