🎁 What we offer
Competitive Salary: Reflecting your skills and experience
Generous Leave: 25 days annual leave + Bank Holidays
Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
Comprehensive Benefits:
Pension plan (up to 7% employer match)
Life assurance
Employee assistance program
Referral scheme
Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
Career Development: Extensive growth and advancement opportunities
Free Onsite Parking: Hassle-free commuting
Dress Down Fridays: Casual attire to wrap up the week
What you will do
Drive operational excellence by designing and managing staff schedules that maximise efficiency and align with forecasted demand. You'll play a key role in ensuring service delivery across front office, back office, and field operations through proactive planning and real-time performance monitoring.
How you will do it
• Conduct ongoing short-, mid-, and long-term forecasting reviews to ensure accuracy and responsiveness
• Optimise offline activities and manage daily/weekly resource plans with insightful analysis
• Monitor staff adherence and escalate shortfalls with data-driven solutions
• Manage agent skill profiles to meet SLA requirements
• Lead governance meetings and collaborate with stakeholders to align planning with business needs
• Own schedule management, including shift releases, holiday allocation, and scenario modelling
• Maintain and update WFM tools, ensuring data quality and agent setup integrity
• Share responsibility for capacity planning and supply-demand modelling
• Provide commentary and version control on all planning inputs and variances
What we look for
Required
• 2+ years’ experience in operations (contact centre, back office, or field) or 12+ months in external resource planning
• Strong analytical skills with experience in regression/propensity modelling across multichannel environments
• Excellent problem-solving and decision-making abilities
• Effective team collaboration and communication skills
Preferred
• Proficiency in WFM tools (NICE, Verint, Alvaria, EG Solutions)
• Familiarity with telephony systems (NICE, AWS, Avaya)
• Advanced Excel capabilities
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