Contact Centre Workforce Planning Leader

Job Description

Contact Centre Workforce Management LeaderCompetitive SalaryBurnley or Barrow-in-Furness 2 days per weekWe are currently recruiting a Workforce Management Leader to work for a leading business provider to public and private sector organisations throughout the UK. The organisation is proud to offer flexible working arrangements, a competitive salary and benefitspackage, a car allowance and private medical cover.There has never been a better time to join the organisation, as they pride themselves on revolutionising their clients operations using expertise and innovative solutions, leveraging the best in class business process outsourcing and operational transformationexpertise.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 scheduling, tactical planning, intraday management and trend analysis.Workingclosely 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 administration and management of the Genesys Workforce Management system, ensuring it remains correctly configured in order to optimise the contact centres resources and workloads.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 resource 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 the 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 for 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 (to be provided by the organisation).

Essential Skills and Attributes:

• A minimum of three years experience in contact centre workforce planning roles.
• Experience of 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.

To be suitable for the role you need to have at least 3 years experience in workforce planning roles, and the ability to work at a strategic level in a large multi-service organisation. If you think this role is perfect for you, please dont hesitate toget in touch.

Keyskills :
Strategic ForecastingStrategic PlanningTrend AnalysisWorkforce PlanningWorkforce Management