EU Workforce Manager Contact Centre

EU Workforce Manager Contact Centre

Manpower | Scotland, Scotland, UK

Posted 12 days ago

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Description

Manpower UK are recruiting on behalf of our global client for a Workforce Manager to oversee the UK and EU, based from our clients Edinburgh Contact Centre.Key Roles and Responsibilities

Workforce management:

  • Ensure strategic planning and management of resources for service operations on a regional scale, to meet service levels and agreed staffing ratios and KPIs.
  • Lead the design and execution of tailor-fitted WFM in different work cities (including in-house and BPO) to drive the team in achieving critical operational goals with optimal effectiveness.
  • Build capabilities around demand forecasting, capacity planning, and data utilisation for scheduling and staffing in varying levels of granularity and consider multiple factors impacting resource availability and productivity.
  • Oversee day-to-day operations of local WFM Team for consistent deliverables.
  • Work collaboratively with in-house, global and BPO Teams to drive service levels, efficiency in the workforce, and effective scheduling to meet customer demand.
  • Continuously improve working process and ensure better response to BCP.
  • Develop and prioritise relevant tools & process to improve WFM's working efficiency as well as customer advisor's utilisation.

Team building and development:

  • Establish motivational organism to maintain high team morale and drive a high level of performance.
  • Develop and implement employee development plans and retention plans, which includes direct and dotted reports in different global sites

Requirements

Skills

  • In-depth knowledge of WFM tools and methodology and best practice techniques
  • Expertise in capacity planning, forecasting, real-time management, reporting and scheduling (preferably in a service management setting)
  • Strong conflict and problem-solving skills
  • Strong analytical skills
  • Ability to clearly communicate at all levels
  • Ability to perform duties with global vision and local insight
  • Demonstrated as integrity, accountability, professionalism
  • Fluent English skills both verbal and written
  • COPC,PMP, 6sigma experience is preferred (but not essential)

Experience

  • Proven record of success in workforce management
  • Minimum of 10 years of contact centre management experience

Should you feel you have the relevant experience, please forward your CV in the first instance.