In this role, the successful candidate will be responsible for the creation and maintenance of all aspects of agent scheduling and administration of all off-phone activities across a multilingual, multi-channel global organisation. The successful candidate will be responsible for ensuring that all lines of business have sufficient and optimised coverage based on demand profiles, as well as ensuring that all agent annual leave entitlement is taken within regulations and with minimal impact to the business. The successful candidate will be responsible for analysing trends, identifying changes to demand, and using this information to predict future customer behaviours and adapt scheduling practices to maximise service levels as well as provide insight on past and future performance to stakeholders at all levels of the business. The successful candidate will be the point of contact on providing support and resolving issues for all users of the WFM system.


  • Maintain and optimise the Workforce Management tools to ensure production of effective schedules
  • Create and maintain rosters and work patterns according to market needs whilst adhering to working time regulations in multiple countries
  • Provide a holistic view of performance for each line of business factoring in both on- and off-shore staffing
  • Analyse historical performance data and identify trends, communicating these effectively to stakeholders of all levels as required, and providing recommendations to improve service
  • Identify any drivers causing deviations to planned performance, be able to effectively communicate this to stakeholders and take action to remedy the situation
  • Scheduling of staff activities whilst ensuring that provided cover is as close as possible to the forecasted workload in a multi-lingual and multi-channel environment
  • Provide training for new staff on the best practice usage of the WFM tools, promoting the self-service aspects of the tool
  • Manage annual leave strategy for year ensuring 100% of allocation is taken within calendar year, with particular focus around holiday periods and provide regular updates to stakeholders proactively identifying risks and providing recommended solutions
  • Ensure that Annual Leave is allocated in line with business needs, minimising allocation through busy periods and increasing allocation during quieter periods to maximise the productivity of the workforce

 Required Knowledge and Experience:

  • Experience working in a Workforce Management function within in a complex contact centre
  • Extensive knowledge of a Workforce Management system such as Verint Impact 360
  • Extensive knowledge of MS office applications, especially Excel
  • Experience with managing and influencing stakeholders of all levels
  • Flexible thinker who is able to identify and quickly adapt to changes in arrival volumes and patterns
  • Analytical and logical thinker with the ability to apply creative solutions to resource constraints
  • Proactive and able to work on own initiative

In addition, the ideal candidate will demonstrate the following competencies:

  • Excellent Communicator, both written and oral, with the ability to communicate clearly and persuasively at all levels
  • Excellent organisational skills, with the ability to collate and analyse data and present this to key stakeholders in order to achieve maximum results
  • The ability to identify areas requiring improvement and promote the introduction of new ideas by continuous improvement initiatives
  • Self-motivated, enthusiastic, professional individual
  • Excellent commercial awareness Flexible and open to change and new information; adapts behaviour and work methods accordingly


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