We are seeking an experienced workforce management professional to join a fast growth global technology business in their contact centre operation in Newcastle. This is a fantastic opportunity for an experienced resource planner to step into a lead role to manage and maintain their WFM solution.
As a Workforce Management Lead, you will be responsible for analysing historical data and company-driven activities to produce detailed resource planning forecasts and identify service deviations.
The successful candidate will have a thorough understanding of resource planning and various methodologies and planning principles within a contact centre environment.
You’ll be a highly motivated individual plenty of personal drive, takes a proactive, professional approach to your work and able to manage your time/workload effectively, in order to meet demanding deadlines. You will also:
Working knowledge of managing a WFM tool, ideally Genesys,, but other WFM tools would also be an advantage
Analytical ability and inquisitiveness to ‘sense check’ the numbers produced from the WFM tools
Have a good understanding of different forecasting models
Good working knowledge of planning principles and various methodologies l as well as business processes and contact centre metrics
Good Microsoft Office skills, particularly advanced in Microsoft Excel
The company is dedicated to supporting staff with fantastic benefits as part of your package. Your benefits will include:
Increasing annual leave entitlement
Discounted Gym & Health Club Membership
Complementary Nespresso Hot Drinks
Bupa Private Healthcare
Medicash Cash Plan
Perkbox (freebies, discounts and more)
Enhanced Maternity & Paternity Schemes
Long Service Awards
Employee Referral Cash Reward
Cycle to Work Scheme
Preferential rates at kids first nursery
If this sounds like the next step in your career click ‘apply now’ and a member of our team will be in touch.