At a Glance
- Tasks: Manage workforce forecasts, schedules, and optimise customer support operations.
- Company: Join a fast-paced partner company focused on customer support excellence.
- Benefits: Enjoy competitive salary, flexible remote work, and generous paid time off.
- Other info: Collaborative culture with opportunities for professional growth.
- Why this job: Make a measurable impact in a dynamic, data-driven environment.
- Qualifications: 4+ years in workforce management with strong analytical skills.
The predicted salary is between 50000 - 60000 £ per year.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Workforce Manager based in the United Kingdom. This role offers the opportunity to play a critical part in the performance and scalability of a fast‑paced customer support operation. As a key workforce management specialist, you will oversee forecasting, scheduling, real‑time operations, and workforce optimization across multiple support channels. Working in a highly data‑driven environment, you will leverage analytics, operational insights, and AI performance monitoring to ensure service levels consistently meet business objectives. The position requires a proactive problem‑solver who can react quickly to changing demand while maintaining operational efficiency. You will collaborate closely with support leadership and cross‑functional teams to improve processes, optimize staffing strategies, and enhance customer experiences. This is an excellent opportunity for an analytical professional who thrives on operational excellence and measurable impact.
Accountabilities
- Develop and maintain workforce forecasts using historical trends, business growth projections, and support channel performance data to ensure optimal staffing levels.
- Create and manage schedules across customer support channels, balancing operational efficiency with service‑level objectives.
- Monitor real‑time adherence, occupancy, utilization, and queue performance, making intraday adjustments to maintain coverage and service quality.
- Oversee daily queue management activities, including routing, escalation workflows, and support channel configurations to optimize ticket and chat flow.
- Track and analyze workforce management metrics such as SLA adherence, average handle time, occupancy, utilization, and service performance, providing actionable insights to leadership.
- Monitor AI‑assisted support tools, reviewing containment, deflection, and customer satisfaction performance while identifying opportunities for optimization.
- Maintain operational dashboards, reporting frameworks, and workforce management documentation to support decision‑making and process consistency.
- Partner with support leaders and operational stakeholders to improve workforce strategies, enhance productivity, and support future scaling initiatives.
- Contribute to continuous improvement efforts by identifying operational bottlenecks, recommending process enhancements, and supporting workforce management best practices.
Requirements
- 4+ years of experience in workforce management, contact center operations, or a similar operational planning environment.
- Proven experience building and managing workforce forecasts, schedules, and capacity plans in customer support or service operations.
- Strong background in real‑time queue management, intraday performance monitoring, and workforce optimization.
- Advanced analytical skills with the ability to interpret large datasets and transform findings into actionable operational recommendations.
- Proficiency with reporting and data analysis tools such as Excel, Google Sheets, SQL, or equivalent platforms.
- Experience working with AI‑powered customer support tools and evaluating their operational performance.
- Strong communication and stakeholder management skills, with the ability to present operational insights clearly and effectively.
- Familiarity with customer support platforms, workflow automation tools, and routing systems is highly desirable.
- Experience in SaaS, technology, or high‑growth environments is considered an advantage.
- Ability to thrive in a fast‑paced, remote‑first environment while managing competing priorities and operational demands.
Benefits
- Competitive salary package aligned with experience and expertise.
- Flexible remote working environment.
- Generous paid time off to support work‑life balance.
- Comprehensive healthcare coverage, including medical, dental, vision, and prescription benefits.
- Paid parental, maternity, bonding, and medical leave programs.
- Access to confidential mental health and wellness support resources.
- Retirement savings plan with employer contribution opportunities where applicable.
- Flexible spending and health savings account options where available.
- Life and accident insurance coverage for added financial security.
- Monthly wellness allowance to support physical, mental, and personal well‑being.
- Home office support to help create an effective remote workspace.
- Professional development and continuing education opportunities.
- Collaborative, supportive team culture with regular opportunities for connection and growth.
Workforce Manager employer: Jobgether
Join a dynamic and innovative team as a Workforce Manager in the United Kingdom, where you will play a pivotal role in enhancing customer support operations. Our partner company offers a flexible remote working environment, competitive salary packages, and generous paid time off, all while fostering a collaborative culture that prioritises professional development and employee well-being. With access to comprehensive healthcare benefits and a strong focus on work-life balance, this is an exceptional opportunity for those seeking meaningful and rewarding employment in a fast-paced, data-driven setting.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jobgether. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jobgether before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Workforce Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jobgether:Your cover letter is your chance to shine! Tell us why you want to work at Jobgether specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jobgether!
How to prepare for a job interview at Jobgether
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
