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.