WFM & Capacity Planning Manager
Salary: £45,000-£55,000 per annum depending on experience.
Join The DDC Group's expanding global team as a Workforce Management & Capacity Planning Manager. This is an outstanding opportunity to advance your career with us.
As the WFM and Capacity Planning Manager, you will enhance operational performance and WFM process maturity by implementing best practices. Reporting to the Head of WFM, Planning & Insights, you will work across various locations, industries, and platforms, building strong relationships with internal teams and clients. Your goal is to balance client, business, and agent needs, driving continuous improvement.
This role is a permanent full-time position. This is a hybrid role where you will work from home but have the flexibility with the ability to travel as this role will require travel to sites across the UK with at times, an overnight stay (travel costs will be paid for by The DDC Group except when required to travel to our UK HQ in Worksop).
Key Responsibilities:
1. Develop and administer workforce management solutions within client specifications.
2. Create bespoke models and schedules to optimize performance and deliver SLAs.
3. Deploy technology solutions for operational and service excellence.
4. Manage end-to-end planning and performance analysis for resourcing and capacity planning.
5. Develop data models to forecast demand and set up capacity plans.
6. Balance customer and employee experience to achieve SLA goals.
7. Identify and recommend improvements for operational effectiveness and cost reduction.
8. Ensure sufficient operations supply levels to meet client requirements.
9. Implement resourcing models for timely recruitment and track attrition.
10. Define contingency measures to safeguard performance and achieve SLAs and KPIs.
11. Influence stakeholders to use WFM tools to improve performance and standardize workforce planning.
12. Design schedule rotations to meet client needs, accommodating local labor laws and annual leave.
13. Manage day-to-day scheduling and optimization, coordinating with operations teams.
14. Adjust schedules quickly for unexpected demand or absenteeism.
15. Ensure effective use of resources and planning tools.
16. Lead weekly Ops Planning meetings with leadership teams.
17. Capture and plan activities that impact performance.
18. Educate and train stakeholders on WFM processes and procedures.
19. Identify and leverage best practices.
What do you need?
1. Strong problem-solving abilities, effective task prioritization, and quick learning skills.
2. Ability to thrive in fast-paced, high-pressure environments with dedication, passion, and motivation.
3. Proven effectiveness in team settings, fostering collaboration and teamwork.
4. Strategic thinking to comprehend and articulate complex risk and technical issues.
5. Skilled at resolving problems under pressure and finding innovative solutions.
6. Willingness and ability to travel nationally and overseas as required.
7. Good oral and written communication skills and interpersonal skills.
Experience/Qualifications
1. Minimum of 5 years’ experience in Workforce Operations in Customer Care/BPO.
2. Experience in multi-discipline contact center operations.
3. Management/supervisory experience.
4. Experience in continuous improvement and transformation programs.
5. Knowledge of statistics, forecasting, and management information methods.
6. Understanding of workforce management principles and processes.
7. Expertise in WFM planning, scheduling, and optimization methodologies.
8. Experience in workforce management planning and scheduling roles.
9. Significant expertise in multi-channel and multi-site operations.
10. Advanced Excel skills and experience with other MS applications.
11. Practical experience with WFM applications (IEX, Injixo, Verint, Genysis).
12. Knowledge of Call Centre CRM and ACD switch technology.
13. Familiarity with reporting tools and processes.
14. Strong analytical skills for complex scheduling and working regulations.
15. Expertise in project management and coordination.
16. Experience in manual WFM tasks using Excel or other tracking tools.
We will give you:
1. 25 days annual leave per year, plus Bank holidays.
2. Death in service - times four of your salary (subject to criteria).
3. Enrolment to a contributory, salary sacrifice pension scheme (starts after 3 months).
4. Free Eye Care – Receive Specsavers vouchers for eye tests and a contribution to glasses if needed for VDU use.
5. Employee Assistance Programme - provides highly confidential help and advice for legal, financial, and medical concerns. Plus, access to the MyMindPal app.
6. Company Mental Health First Aiders.
7. Enhanced Family Leave Pay with service.
8. Access to a Health Cash Plan Scheme.
9. Free tea and coffee, breakfast and sandwiches at head office.
10. Free car parking and electric car charging point at head office.
About the company
The DDC Group is a renowned leader in data, business process outsourcing, and technology solutions, providing clients across industries – including banking and finance, energy and utilities, healthcare, insurance, shipping and logistics, life sciences, public sector, and travel, among others.
With 35 years of experience, The DDC Group is committed to driving business outcomes through technology, innovation, efficiency, and dedication to client success.
If this sounds like the right career move for you, click apply to be our WFM & Capacity Planning Manager.
If you have any questions, please email uk.recruitment@theddcgroup.com or call 01909492858.
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