Workforce Management & Planning Manager - Remote

Overview

As a Workforce Management & Planning Manager, you will play a key role in ensuring that the right work is getting to the right teammate in Customer Operations, at the right time to help our customers.

In Short

• Own the end-to-end planning cycle within WFM for EU customer tasks.
• Act as the subject matter expert for WFM in the EU COps Domain.
• Work closely with outsourced providers to ensure oversight on customer outcomes.
• Drive continuous improvement within WFM processes.
• Highlight and recommend cost-effective solutions to mitigate service risks.
• Escalate risks to FTE/Overtime over-spend with solutions.
• Monitor success metrics within EU Operations.
• Partner with WFM Tech team for operational efficiency.
• Ensure accuracy of demand forecasts and capacity plans.
• Build balanced schedules for Customer Operations.

Requirements

• Strong experience in leading large teams in a WFM environment.
• Experience managing outsourced service providers.
• Ability to prioritize and set expectations at all levels.
• Data-driven approach with experience in Business Intelligence tools.
• Continuous-improvement mindset.

Benefits

• Flexible working hours.
• £1,000 learning budget each year.
• Support for work-from-home setup.
• Additional benefits available.