Job Description

Role: Workforce Planner

Business Function: Operations

Hours: 35 hours per week (full time)

Salary: depending upon experience

Key Responsibilities Will Include

  • Working closely with the Contact Centre Operations Manager & Team Managers to maximise resource efficiencies across shared service teams for a variety of channels, including Front Office & Back Office support to meet client demand.
  • Design and preparation of schedules for the CX Team on an ongoing basis
  • Managing shrinkage, negotiating adjustments to plans & optimising schedules based on supply & demand trends.
  • Support on new opportunity proposals modelling schedules and calculating head count requirements.
  • Analysing performance and making recommendations for improvements performing weekly/ monthly variance analysis to forecast reports, identify trends and conduct...

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