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Workforce Management Lead

Published on 02 May 2023

Workforce Management Lead

Newcastle upon Tyne, NE12

​We are seeking an experienced workforce management professional to join a fast growth global technology business in their contact centre operation in Newcastle. This is a fantastic opportunity for an experienced resource planner to step into a lead role to manage and maintain their WFM solution.

As a Workforce Management Lead, you will be responsible for analysing historical data and company-driven activities to produce detailed resource planning forecasts and identify service deviations.

About you
The successful candidate will have a thorough understanding of resource planning and various methodologies and planning principles within a contact centre environment.

  • You’ll be a highly motivated individual plenty of personal drive, takes a proactive, professional approach to your work and able to manage your time/workload effectively, in order to meet demanding deadlines. You will also:
  • Working knowledge of managing a WFM tool, ideally Genesys,, but other WFM tools would also be an advantage
  • Analytical ability and inquisitiveness to ‘sense check’ the numbers produced from the WFM tools
  • Have a good understanding of different forecasting models
  • Good working knowledge of planning principles and various methodologies l as well as business processes and contact centre metrics
  • Good Microsoft Office skills, particularly advanced in Microsoft Excel

Benefits Package
The company is dedicated to supporting staff with fantastic benefits as part of your package. Your benefits will include:

  • Increasing annual leave entitlement
  • Birthdays off
  • Discounted Gym & Health Club Membership
  • Complementary Nespresso Hot Drinks
  • Contributory Pension
  • Complementary socials
  • Bupa Private Healthcare
  • Medicash Cash Plan
  • Perkbox (freebies, discounts and more)
  • Enhanced Maternity & Paternity Schemes
  • Long Service Awards
  • Employee Referral Cash Reward
  • Cycle to Work Scheme
  • Preferential rates at kids first nursery

If this sounds like the next step in your career click ‘apply now’ and a member of our team will be in touch.

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