Service Manager, Workforce Management

Operations, WFM product/data, and service management experience. Strong understanding of service management, comfortable with queues, task views, and SLAs. Short term forecasting experience and ability to deep dive into service, forecasting, and scheduling issues. Proven experience managing and developing a high-performing team. High degree of comfort working with data to create documentation, recovery plans, and weekly reporting. Experience with projects and product changes, ensuring WFM can effectively support operational needs. Proficient in data analysis through multiple tools, including data visualisation tools (Looker, Tableau, etc.), BigQuery, and Google Sheets.

Own the full WFM planning cycle for your domains. Manage and empower a high-performing team of analysts. Continuously improve WFM processes to meet SLAs, enhance COps efficiency, and align with budget. Proactively identify risks to service and recommend cost-effective solutions. Manage short-term forecasting for your domain. Ensure optimized schedules for the horizon with flexible working options. Produce weekly and monthly reports for senior stakeholders. Respond to incidents and work a WFM On-Call rota. Partner with the WFM Tech team to prioritise impactful initiatives. Support various projects and product changes.