Senior Workforce Planning & Analytics Manager (Contact Centre)

  • Permanent / Full Time
  • Anywhere
  • up to £44,000 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.
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