At a Glance
- Tasks: Lead workforce planning and optimise resources for exceptional customer service.
- Company: Affinity Water, a leader in customer experience and operational efficiency.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Join a forward-thinking company with a focus on innovation and teamwork.
- Why this job: Make a real impact on customer service while driving efficiency in a dynamic team.
- Qualifications: Experience in workforce management and strong leadership skills.
The predicted salary is between 50000 - 60000 £ per year.
Affinity Water are looking for an experienced Workforce Management Manager to lead workforce planning, forecasting, resource optimisation, and contact centre technology across our Customer Experience function. This is a key leadership role where you'll ensure we have the right people, processes, and technology in place to deliver exceptional customer service while driving efficiency and performance across a multi-channel operation.
What You'll Be Doing
As Workforce Management Manager, you'll lead the end-to-end workforce management function supporting approximately 250 frontline advisors and operational teams. You'll be responsible for forecasting customer demand, developing resourcing strategies, optimising schedules and real time performance, and owning our real time contact and telephony platform.
Key responsibilities include:
- Leading workforce forecasting and planning across short, medium, and long-term horizons.
- Developing resource strategies aligned to business objectives, budgets, and customer demand.
- Managing scheduling, capacity planning.
Workforce Management Manager employer: Affinity Water
Affinity Water is an exceptional employer that prioritises employee development and a collaborative work culture, making it an ideal place for those looking to grow in their careers. With a focus on innovation and efficiency, employees benefit from cutting-edge technology and a supportive environment that encourages teamwork and excellence in customer service. Located in a vibrant area, Affinity Water offers a unique opportunity to be part of a forward-thinking organisation dedicated to delivering outstanding service while fostering personal and professional growth.
