Contact Centre Workforce Management Leader

Job content

Job title: Contact Centre Workforce Management Leader

Salary: £30,317 - £36,000 (based on experience)

Location: Barrow, England

Contract type: Permanent | Hybrid (at least 2 days per week in office)

CPL is currently looking for a Contact Centre Workforce Management Leader for one of our Leading Business Service Providers.

More about the role:

• As Contact Centre Workforce Management Leader, you will be responsible for the end-to-end staff planning process; from long-range strategic forecasting and capacity planning to scheduling, tactical planning, intraday management and trend analysis.

• Working closely with the Contact Centre Operations team and other key stakeholders you will provide insight, guidance and support in order to identify business challenges, develop actionable solutions and achieve our service levels and KPIs.

• You will be responsible for administration and management of the Genesys Workforce Management system, ensuring it remains correctly configured in order to optimise the contact centers’ resources and workloads.

At the start of this role you will be expected to spend 4 to 5 days a week in the office, and this will continue until the role is established.

Key tasks and responsibilities:

• Create data driven volume and handling time forecasts for all inbound & outbound channels for multiple clients, accounting for historic seasonality and known upcoming workload overlays.

• Create and manage a long-range capacity plan to forecast the appropriate level of total resource required each week to meet customer demand within the agreed service levels and KPIs.

• Track, categorise and forecast shrinkage, staff turnover and contracted hours and apply to the capacity planning model.

• Contribute to budgetary and recruitment discussions, using the capacity plan to demonstrate the impact of various scenarios and advise on the recommended course of action to mitigate any resulting under and over staffing.

• Manage advisor schedules, skillsets, breaks, annual leave etc. to ensure sufficient resource remains to meet customer demand within agreed service levels.

• Work closely with the Operations team to create tactical plans to manage variations in staffing and demand in the short to medium term.

• Use the Genesys GC3 platform to monitor and report on real-time and historic schedule adherence.

• Analyse data to identify anomalies, establish trends and provide insight and ideas for improvements to key decision-makers.

• Take ownership for the administration of the workforce planning system and lead on establishing value-add features such as Gamification in order to enhance employee experience and improve productivity.

• Undertake a Genesys Contact Centre technical scholarship (to be provided by our client).

If you think you are suited for the role or know any one who may be...please get in touch!!!