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:
1. Experience in a Resource Planning/Workforce management background with 2+ years of experience of day-to-day use of a workforce management system
2. Analytical AI skills developing, creating and distributing analytical insights through AI tools.
3. Build and maintain effective working relationships at all levels internally and externally
4. Ability to negotiate and influence stakeholders across all levels internally and e...