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For Companies At a Glance
- Tasks: Lead forecasting, capacity planning, and scheduling for our contact center team.
- Company: Join a dynamic Customer Care Centre focused on efficiency and customer satisfaction.
- Benefits: Enjoy flexible work options, professional development, and a collaborative culture.
- Why this job: Make a real impact by optimizing workforce strategies and enhancing customer experience.
- Qualifications: Experience in workforce management tools and strong analytical skills required.
- Other info: Proficiency in Verint Enterprise WFM and knowledge of UK Labour Laws are highly desirable.
The predicted salary is between 48000 - 72000 £ per year.
Overview The purpose of the Workforce Planning & Optimisation Manager is to lead our forecasting, capacity planning & scheduling functions for our contact centre of ~180 FTE.
As a key member of the Customer Care Centre leadership team, you will play a critical role in ensuring optimal staffing, to meet customer demands whilst maximising efficiency. You will oversee a team of Real-Time analysts and work closely with Customer Care Leadership team & Finance teams to deliver data-driven workforce solutions, plan & deliver required staffing levels to budget, and support day-to-day operational improvement.
Proficiency in Verint Enterprise WFM is highly desirable for this role.
What you’ll be doing
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Forecasting & Capacity Planning
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Develop accurate short-term, mid-term and long-term workload forecasts in our omni-channel contact centre, using historical data, business inputs and predictive analysis.
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Create and maintain capacity plans to ensure the contact centre is adequately staffed to meet service level agreements (SLAs) and business targets.
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Analyse trends and collaborate with cross-function teams in our Customer Care Centre to align workforce strategies with SLAs & business objectives.
Scheduling
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Design and optimise schedules to balance customer experience, operational efficiency and employee satisfaction. Plan & manage schedule adherence and shrinkage to maintain productivity and performance levels.
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Ensure compliance with labour laws, company policies and contracts in all scheduling activities.
Real-time Management
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Lead a team of real-time analysts to monitor daily operations and make adjustments to optimise staffing.
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Ensure timely interventions during unforeseen fluctuations in contact volumes or resource availability.
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Develop contingency plans for emergencies, through a demand management plan, including system outages, high absence rates &/or high attrition.
Reporting & Insights
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Deliver regular performance reports on key WFM metrics, including forecast accuracy, service levels, occupancy, conformance & adherence.
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Provide actionable insights and recommendations to improve workforce efficiency and customer experience.
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Conduct regular analyses of forecast variances and implement corrective measures.
Team Leadership & Collaboration
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Collaborate with Senior Manager, Quality, Compliance, Resource & Planning Manager to create & deliver on Workforce planning strategy.
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Manage, coach & develop a team of real-time analysts, fostering a continuous improvement & learning culture.
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Collaborate with Customer Care Operational leadership team, People team & Change & Technology teams to align Resource & Planning (R&P) strategies with overall business goals.
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Proven experience in working with workforce management tools, within a contact centre.
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Experience in using a form of WFM software.
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Expertise in forecasting, capacity planning & scheduling for contact centres of a comparable size (~180 FTE).
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Strong analytical skills with the ability to interpret complex data and present actionable insights.
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Excellent leadership & team management capabilities.
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Exceptional communication skills and an ability to "Keep Things Simple" with other key stakeholders, at all levels.
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A proactive approach to problem-solving & process improvement.
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Proficiency in Verint Enterprise WFM.
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Experience in managing remote/hybrid teams.
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Familiarity with Salesforce.
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Knowledge of UK Labour Laws and their application in workforce planning.
Workforce Planning & Optimisation Manager employer: Dunelm
Contact Detail:
Dunelm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Planning & Optimisation Manager
✨Tip Number 1
Familiarize yourself with Verint Enterprise WFM, as proficiency in this tool is highly desirable for the role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the software.
✨Tip Number 2
Network with professionals in workforce management and contact center operations. Attend industry events or join relevant online forums to connect with others who can provide insights and potentially refer you to opportunities at StudySmarter.
✨Tip Number 3
Stay updated on the latest trends in workforce planning and optimization. Read articles, case studies, and reports that focus on best practices in forecasting, capacity planning, and scheduling to showcase your knowledge during interviews.
✨Tip Number 4
Prepare to discuss your experience with data analysis and reporting. Be ready to share specific examples of how you've used data to drive workforce efficiency and improve customer experience in previous roles.
We think you need these skills to ace Workforce Planning & Optimisation Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Workforce Planning & Optimisation Manager position. Understand the key responsibilities and required skills, especially around forecasting, capacity planning, and scheduling.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience with workforce management tools, particularly Verint Enterprise WFM. Provide specific examples of how you've successfully managed staffing levels and improved operational efficiency in previous roles.
Showcase Analytical Skills: Demonstrate your strong analytical skills by including examples of how you've interpreted complex data to drive decision-making. Mention any relevant metrics or reports you've worked on that align with the key performance indicators mentioned in the job description.
Tailor Your Application: Customize your application materials to reflect the language and priorities outlined in the job description. Use keywords related to team leadership, collaboration, and problem-solving to show that you are a perfect fit for the role.
How to prepare for a job interview at Dunelm
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis and how you've used it to drive workforce planning decisions. Highlight specific examples where your insights led to improved efficiency or customer satisfaction.
✨Demonstrate Leadership Experience
Since this role involves managing a team of real-time analysts, share your leadership experiences. Talk about how you've coached and developed team members, and how you foster a culture of continuous improvement.
✨Familiarize Yourself with WFM Tools
Make sure you understand the functionalities of Verint Enterprise WFM and any other workforce management tools you've used. Be ready to explain how you've leveraged these tools in past roles to optimize staffing and scheduling.
✨Understand Compliance and Regulations
Brush up on UK Labour Laws and how they apply to workforce planning. Be prepared to discuss how you've ensured compliance in previous roles, especially in relation to scheduling and employee management.
