Workforce Management Specialist in Hampshire

Hampshire Full-Time No working from home possible

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Overview

In this role you will own and advance workforce scheduling for a 24/7 omni-channel contact centre, acting as SME for Amazon Connect scheduling. You will partner with WFM leads and coordinators to balance demand, service levels, and regulatory compliance while driving efficiency and employee experience. The role supports a transformation of scheduling capability within a growing operation and offers exposure to senior stakeholders. You’ll shape intraday planning and real-time performance to improve customer outcomes and operational effectiveness.

Pay / Benefits

flexible first options
salary 36,139 - 43,188 plus benefits
private healthcare discounts
gym membership discounts
online GP and 24/7 counselling
Cycle to Work scheme

Responsibilities

Own and continuously improve workforce scheduling and intraday planning across multiple teams
Serve as subject matter expert for Amazon Connect Scheduling
Develop optimised schedules balancing demand, service levels, efficiency and compliance
Monitor real-time performance and trends to mitigate risk and maximise utilisation
Collaborate with operational stakeholders to improve coverage and planning effectiveness

Key requirements

Proven WFM experience in a contact centre
Strong schedule optimisation and multi-team/channel planning
Experience with Workforce Management technology; Amazon Connect experience desirable
Knowledge of UK Working Time Regulations and multi-skilled environments
Experience analysing adherence, conformance, occupancy and staffing gaps

Stakeholder engagement
Analytical mindset
Problem solving
Amazon Connect
Workforce Management technology
Intraday planning and scheduling analytics