Job Title: Workforce Management Manager
Salary: Up to £40,000 per annum
This is a permanent full-time position with 35 hours worked per week. The role is hybrid, requiring 2 days a week in our Ashford office, Kent.
Key Responsibilities:
* Lead a team of resourcers to provide first-class real-time services to the contact centre's operational areas.
* Plan, schedule and manage all operational colleagues in real-time, ensuring the right people are in the right place at the right time.
* Create short-term capacity plans for contact centre operations, balancing customer experience, colleague engagement and cost-effectiveness.
* Maximise resource across the Cruise contact centre operations during periods of headcount deficit, protecting service levels and colleague engagement.
* Implement effective Real-Time Operational Management (RTOM) to manage variations to plan.
* Optimise call routing processes across the contact centre to deliver calls to the right colleagues.
* Report target achievements and identify actions required.
* Benchmark capacity planning activities to drive best practice results.
Requirements:
* Minimum 5 years' experience in a capacity planning role in a multi-channel environment.
* Demonstrable experience in statistics, forecasting, management information methods and techniques.
* Experience building capacity/forecasting models and plans using complex analysis.
* Familiarity with Verint WFM tool.
* Strong IT systems knowledge and advanced Excel skills.
* Excellent communication, interpersonal and analytical skills.
* Commercial and financial awareness, with attention to detail and numeracy skills.
Packages:
* 25 days holiday + bank holidays
* Option to purchase additional leave up to 5 extra days
* Pension scheme matched up to 10%
* Life assurance policy on joining
* Wellbeing programme
* Colleague discounts and offers
* Enhanced maternity and paternity leave
* Grandparents leave
* Income protection
* Access to Saga Academy learning platform
About Us:
Saga has been providing products and services to people aged over 50 in the UK for over 70 years. We're committed to treating all employees fairly and offering equal opportunities in all aspects of employment and advancement. We value diversity and strive to create an inclusive workplace.