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
1. Forecasting & Capacity Planning
o 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.
o Create and maintain capacity plans to ensure the contact centre is adequately staffed to meet service level agreements (SLAs) and business targets.
o Analyse trends and collaborate with cross-function teams in our Customer Care Centre to align workforce strategies with SLAs & business objectives.
2. Scheduling
o 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.
o Ensure compliance with labour laws, company policies and contracts in all scheduling activities.
3. Real-time Management
o Lead a team of real-time analysts to monitor daily operations and make adjustments to optimise staffing.
o Ensure timely interventions during unforeseen fluctuations in contact volumes or resource availability.
o Develop contingency plans for emergencies, through a demand management plan, including system outages, high absence rates &/or high attrition.
4. Reporting & Insights
o Deliver regular performance reports on key WFM metrics, including forecast accuracy, service levels, occupancy, conformance & adherence.
o Provide actionable insights and recommendations to improve workforce efficiency and customer experience.
o Conduct regular analyses of forecast variances and implement corrective measures.
5. Team Leadership & Collaboration
o Collaborate with Senior Manager, Quality, Compliance, Resource & Planning Manager to create & deliver on Workforce planning strategy.
o Manage, coach & develop a team of real-time analysts, fostering a continuous improvement & learning culture.
o 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.
#J-18808-Ljbffr