Job Type: Permanent Location: Hybrid Working with 2 days a week in NuneatonHours: 37.5hrsSalary: £Industry Competitive
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 (Calabrio WFM) expertise, ensuring system accuracy and continuous improvement.
Manage scheduling for 180 FTEs across UK, South Africa, and Europe, aligning staffing with SLAs while optimising recruitment, training, and efficiency.
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
Key Requirements:
Comprehensive understanding of workforce planning, resource allocation, and managing schedules in line with SLAs.
Expertise in scheduling techniques and scenario modelling methodologies.
Up-to-date knowledge of industry standards, best practices in workforce planning, and insights from membership organizations like CCMA.
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
Experience working with business functional support teams to develop and implement commercial models and strategic initiatives
Active engagement with industry standards and best practices, including participation in relevant professional organizations like CCMA.
What we offer
Our Benefits
for this role include, but not limited to:
H&B Employee Discount - 25%
Pension company contribution
Exclusive benefits, free advice and savings from a range of retailers and providers
And many more!
We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate
all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.
Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate
submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).