The Role: Contact Centre Workforce Management Leader
Contract: Permanent / Full Time
Salary: £30,317 – £36,000
Location: Burnley or Barrow Office (hybrid working model)
Start date: ASAP
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 schedule, 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 the administration and management of the Genesys Workforce Management system, ensuring it remains correctly configured in order to optimise the contact centre’s 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 position is established. From time to time, travel to other sites may be required.
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 resources 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 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 of 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
Essential Skills and Attributes:
- A minimum of three years experience in contact centre workforce planning roles.
- Experience using contact centre workforce planning software (e.g. Genesys, Verint, NICE TotalView, TeleOpti, Aspect etc.)
- Ability to effectively communicate, negotiate and influence at all levels in a cross-functional team environment.
- Demonstrated ability to work with and derive insights and forecasts from large datasets.
- Strong analytical and creative problem-solving skills.
- Knowledge of statistical analysis techniques and methodologies and their application in a contact centre environment.
- Excellent Excel skills.
- Outstanding organisation, planning and time-management skills.
Desirable Skills and Attributes:
- Knowledge of the Genesys GC3 platform and features.
- Experience in implementing a contact centre planning solution or another software package.
- Degree in mathematics/statistics.
- Experience with data analysis tools such as Tableau, and SAP Business Objects.
- Experience manipulating data with APIs.