Job Details
- Required Skills
- Data AnalysisStakeholder management
Requirements
- Strong understanding of workforce planning principles, including demand forecasting, capacity planning, shrinkage, and coverage modelling.
- Experience translating forecasts into practical, balanced, and achievable workforce schedules.
- Ability to identify scheduling inconsistencies, risks, and opportunities for operational improvement.
- Strong numerical accuracy and attention to detail when managing workforce data.
- Experience working with WFM systems, rosters, and workforce records with strong data discipline.
- Ability to partner effectively with operational leaders, HR teams, and workforce planning colleagues.
- Experience taking ownership of workforce planning cycles, schedules, and improvement initiatives.
- Strong problem-solving skills with the ability to identify inefficiencies and recommend solutions.
- Excellent written and verbal communication skills with strong stakeholder engagement abilities.
- Basic understanding of intraday management and real-time adherence processes.
- Ability to work flexible rotating schedules based on operational requirements.
Responsibilities
- Monitor and manage contact centre performance across multiple queues and channels to maintain service levels and customer experience standards.
- Analyse intraday workforce plans to identify capacity gaps, risks, and opportunities for improvement.
- Develop mitigation plans and coordinate actions with relevant stakeholders to address operational challenges.
- Create, maintain, and deliver daily reporting, dashboards, and service-level performance reviews.
- Identify trends, inefficiencies, and process improvements to support better workforce utilization and operational outcomes.
- Support key initiatives related to incident management, business continuity, governance, process development, and performance optimization.
- Design and automate reports and dashboards to provide accurate insights to business teams.
- Build strong relationships with operational leaders, HR teams, and workforce planning stakeholders to drive effective collaboration and change.
- Provide tactical recommendations, including queue movements and resource adjustments, to improve real-time efficiency.
- Maintain accurate workforce systems, schedules, rosters, and planning records.
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