Senior Workforce Planning & Analytics Manager (Contact Centre)

Permanent / Full Time
Brighton
Posted 2 months ago
44000 GBP / Year

Salary: up to £44,000 per annum dependant on experience, plus excellent benefits

Location: REMOTE – This role is a UK based role and any remote work must also be within the UK.

My client is seeking an experienced Workforce Planning & Analytics Manager to join their dynamic expanding contact centre operation. Must have previous relevant experience is the below:

Qualifications & Training:

· Degree level or equivalent relevant experience

· Recognised and transferable qualifications or Training.

· Demonstrable expert Excel experience

· PL-300 Microsoft PowerBI Data Analyst Certification or equivalent

Skills, General & Special Knowledge:

· Expertise in WFM tool set up and management

· IT literate using a wide range of different computer systems including Word, Excel and Outlook

· Ability to problem solve

· Values and supports others

· Can interrogate and provide valuable management information from OM reports, WFM tool and Excel

· Takes effective decision-making

· Stakeholder management (internal & external)

· Ability to present to diverse audiences (internal & external)

· Project management skills

Personal Attributes:

· Ability to work under pressure & to tight deadlines

· Ability to deal with demanding internal and external customers in a sympathetic understanding and caring way

· Presents information clearly, concisely, accurately and in ways that promote understanding

· Ability to think outside the box to deliver results

· Agrees what is expected of others and hold them to account

· Works to develop an atmosphere of professionalism and mutual support

· Recognises when there are conflicts, acknowledge the feelings and views of all

· Amiable and approachable

Perks

25 Days annual leave allowance plus Bank holidays
Private individual Medical Cover
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, 3% employers contribution
Cycle to work scheme
Smart Tech scheme

Responsibilities

Oversee workforce planning and analytics for the contact centre, ensuring optimal staffing levels.
Utilize HRIS and tools like Workday and PeopleSoft to manage employee data and reporting.
Analyze workforce trends using Power BI and Excel to inform strategic decisions.
Collaborate with HR and management to enhance communication and administrative processes.
Maintain accurate data entry in Salesforce and other systems while managing project timelines effectively.