The position will be responsible for ensuring optimal performance and service level attainment within a multi-channel contact centre. Youll manage real time performance and work closely and collaboratively with operations to identify improvement initiatives; youll also ensure there are effective schedules and forecasts focussing on aligning resource to predicted demand. Comfortable working with a variety of data sets youll keep stakeholders appraised on performance, ensure forward planning and effective schedules are created and optimised, and aid in the further development of the WFM tool. The position is based in Swindon with a base salary of £30000 plus benefits. Monday to Friday (no weekends !) the team work onsite supporting operations 4 days per week Key Role Purpose & Responsibilities Deliver forecasting, and resource planning across Customer Service and Sales (volumes, AHT, Shrinkage and ASA) Propose and manage shift patterns that meet the requirements of the business and maximise contact centre efficiencies Track all planning related metrics and record detail to explain any reasons for increase/reduction in demand