Work Force Manager - Customer Service Centre

The Role

We are looking for an experienced Workforce Manager to support our national Customer Service Centre. In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees.

One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements, and holiday requests across the whole of our centre.

Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This will require real-time monitoring and oversight of employees using the tools available and ensuring adherence to scheduled work activity

Day to Day

• Daily, weekly, monthly and annual forecast creation across a variety of Clients serviced by the Customer Service Centre
• Forecast staffing needs, taking into account contact volume and headcount requirements to ensure optimal staffing levels.
• Using models such as Erlang or other staff optimization techniques to support complex multiple forecast scenarios
• Project future staffing requirements and impact to budget
• Generate reports to show productivity and performance, and plans to improve this
• Uphold a high standard of customer service through real-time monitoring and other methods
• Support in the selection of a Workforce Optimization
• Coordinates appropriate staffing allocation and availability of call centre staff to achieve service level objectives.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Ensures that all reports originating from the department are accurate and reliable.
• Supports with the integration and implementation of new call centre technologies

Skills & Qualifications

• Minimum of 2 years’ experience in a similar role
• Experience of workforce forecasting and planning within a contact centre environment
• Have experience of operating in a multi-channel operation
• Experience of using Workforce Optimisation Tools
• Experience of Mitel Telephony / Omni-channel desirable
• Ability to set and achieve strategic business goal

We’re Integral, part of JLL. We’re a Facilities and Maintenance firm based across the UK. We work with organisations in Mechanical, Electrical and Fabric works with engineers nationwide to deliver engineering excellence for our clients. The Integral family are the largest mobile hard services provider in the UK.

If you’re looking to step up your career, Integral and JLL are the perfect professional home. At Integral and JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing facilities and maintenance initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at Integral and JLL

Applying

Please ensure you upload your full up-to-date CV to fully support your application.

All candidates are required to provide valid ID and Right to Work documentation at interview.

All successful candidates must be able to pass a DBS check at Integral’s cost.

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