Workforce Management Lead

Posted 23 May 2023
Salary £45,000
LocationNewcastle upon Tyne
Job type Permanent
Discipline Utilities
Contact NameLeanne Stevenson

Job description

​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.

About you

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

Benefits Package

The company is dedicated to supporting staff with fantastic benefits as part of your package. Your benefits will include:

  • Increasing annual leave entitlement

  • Birthdays off

  • Discounted Gym & Health Club Membership

  • Complementary Nespresso Hot Drinks

  • Contributory Pension

  • Complementary socials

  • 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.