Workforce Management Team Lead
3 weeks ago
Position Overview:
This full-time role offers a competitive salary of £28,000 + Bonus + Market Leading Benefits Package. You'll enjoy hybrid working with 2 days per week onsite and 3 days from home, operating Monday to Friday with a 35-hour working week.
Responsibilities:
- Monitor and adjust 'on day' performance and adherence to schedules in real time.
- Produce detailed performance reports highlighting areas of improvement or success against Service Level Agreements (SLA).
- Create short-term schedules and oversee their implementation, optimisation, and adherence to plan.
- Collaborate closely with Operations to ensure seamless support from a Resource Planning & Real Time perspective.
- Organise, schedule, and deliver offline activities such as team meetings, training, and workshops.
Necessary Qualifications:
- A minimum of 6 months' experience in a contact centre Resource Planning or Real Time role.
- Ability to think creatively and implement solutions in fast-paced environments.
- Fluency in Microsoft Excel, particularly in producing high-quality performance reports.
- Outstanding communication and interpersonal skills with a focus on building strong relationships.
- Hands-on experience with WFM tools within a contact centre Resource Planning/Real Time setup.
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