Senior Workforce Planning & Analytics Manager (Contact Centre)
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.