Workforce Management Manager

The role

The Workforce Management Manager oversees end-to-end workforce planning in a contact centre environment. This role manages an offshore partner for demand forecasting and staffing models to ensure service level achievement and cost efficiency.

What you will do

• Provide leadership, guidance, and support to all Team Managers.
• Create a balance between cost efficiency and service performance.
• Manage shift patterns, holiday cover and absence planning.
• Work with Shift Managers to monitor live operational performance.
• Make in-day adjustments to staffing.
• Manage contingency planning for demand spikes and extreme weather.
• Manage the relationship with the offshore WFM provider.
• Review and validate forecasts produced by the offshore team.
• Approve weekly, monthly, and annual forecasts for contact volume, AHT, shrinkage, and FTE requirements.
• Ensure schedules generated meet service level targets.

Required qualifications

• Passion for planning and forecasting
• Deep understanding of call centre service level performance expectations while maintaining cost discipline
• Analytical, data driven and results-oriented
• Strategic thinker
• Ability to lead by example and inspire others
• Excellent communicator

About the company

Veezu is a tech-driven on-demand mobility service and the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities.