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- Tasks: Lead a team to manage agent schedules and enhance customer experience.
- Company: Join Virgin Media O2, a diverse and innovative company in Glasgow.
- Benefits: Enjoy a hybrid work model, comprehensive rewards, and a culture of inclusion.
- Why this job: Make an impact while developing your leadership skills in a supportive environment.
- Qualifications: Must have WFM experience, management skills, and strong communication abilities.
- Other info: Opportunity for travel and collaboration with various operational teams.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Workforce Management (WFM) Team Leader role at Virgin Media O2.
Location: Glasgow - Building 4, Maxim Park, Motherwell, ML1 4WQ. Hybrid role, must be able to commute to the office at least twice a week.
The Workforce Team Manager will lead the delivery of agent schedules, manage the holiday process, and mitigate risks to customer experience and KPIs by building strong support structures and relationships with operational teams. You will work with technologies including Verint, AWS, and Intradiem, and develop the flexible working offer.
Responsibilities include:
- Developing a team of WFM analysts
- Collaborating with operational sites
- Managing workforce planning processes
- Working closely with the Real-Time Team Manager and Central Hub Managers for end-to-end service delivery
Key partners include Operational Managers, Central Hub Managers, Real-Time Hub Manager, and the Tactical Planning Team.
We are an equal opportunities employer committed to diversity and inclusion, supporting your authentic self throughout the application process.
Must-have experience:
- Extensive experience with Verint WFM or similar tools (Aspect, Nice, Genesys WFM)
- At least 1 year in a management role
- Experience managing schedules, holidays, and shrinkage in a multiskilled contact centre (ideally 500+ seats)
- Strong communication and decision-making skills
Preferred experience:
- Understanding of contact centre ACDs, AWS
- Experience with real-time automation technologies like Intradiem
- Project management experience
- Strong Excel skills
- Flexibility to travel to sites in Birmingham, Manchester, Sheffield, and occasional international travel
What’s in it for you: We offer a comprehensive reward package, benefits, and a culture that empowers and includes everyone.
Next steps: Submit your application to be considered. We review applications throughout the posting period, which may close early. Successful candidates will undergo background checks and other assessments.
Join Virgin Media O2 and be part of a diverse, innovative team making a difference.
Workforce Management (WFM) Team Leader - GLASGOW employer: Virgin Media O2
Contact Detail:
Virgin Media O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Management (WFM) Team Leader - GLASGOW
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Verint and AWS. Having a solid understanding of these tools will not only boost your confidence but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Network with current or former employees of Virgin Media O2, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your experience.
✨Tip Number 3
Prepare to discuss your management style and how you've successfully led teams in the past. Highlight specific examples where you've improved processes or enhanced team performance, as this will resonate well with the hiring managers.
✨Tip Number 4
Showcase your flexibility and willingness to travel for the role. Mention any previous experiences where you've adapted to changing environments or worked across multiple locations, as this aligns with the job's requirements.
We think you need these skills to ace Workforce Management (WFM) Team Leader - GLASGOW
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Workforce Management (WFM) Team Leader position. Tailor your application to highlight relevant experience with tools like Verint and your management background.
Highlight Relevant Experience: In your CV and cover letter, emphasise your extensive experience in workforce management, particularly in a multiskilled contact centre environment. Mention specific achievements related to managing schedules, holidays, and KPIs.
Showcase Your Skills: Demonstrate your strong communication and decision-making skills in your application. Provide examples of how you've successfully led teams or projects, especially in relation to workforce planning and real-time automation technologies.
Tailor Your Application: Customise your cover letter to reflect your understanding of Virgin Media O2's values and commitment to diversity and inclusion. Make it clear why you're a great fit for their team and how you can contribute to their goals.
How to prepare for a job interview at Virgin Media O2
✨Know Your Tools
Familiarise yourself with Verint and other WFM tools mentioned in the job description. Be prepared to discuss your experience with these technologies and how you've used them to improve workforce management in previous roles.
✨Showcase Leadership Skills
As a WFM Team Leader, you'll need to demonstrate your management experience. Prepare examples of how you've successfully led teams, managed schedules, and handled conflicts in a contact centre environment.
✨Understand the Business
Research Virgin Media O2 and their approach to workforce management. Understand their KPIs and customer experience goals, and be ready to discuss how you can contribute to achieving these objectives.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your decision-making and problem-solving skills. Think of specific situations where you've had to mitigate risks or improve processes, and be ready to explain your thought process.
