Workforce Planning Manager (Contact Centre)

Role Overview

At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech\-enabled business mobility, we go the extra mile to deliver cutting\-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast\-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together.

Our tech\-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.

At Nexus, we’re always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.

This attitude drives everything we do – for our customers, our people and our suppliers – and is grounded in the synergy of four core values.

• Never stop evolving


• Never stop anticipating


• Never stop committing


• Never stop collaborating

About the role

As a Contact Centre Workforce Planning Manager, you will be responsible for leading our forecasting for all contact channels and overlaying with resource models to ensure all SLAs are achieved. Daily, you will oversee the service of our Contact Centre through real\-time monitoring of our staff (circa 70 employees) and contact channels, whilst producing MI reporting to display SLA results, customer and supplier contact behaviour and FTE reporting.

What you'll do

• Forecasting contact data and resource needs to keep all work types and channels in line with SLA, factoring seasonal variance and supplier/customer activity.


• Develop a forecasting, scheduling, shrinkage, and activity model within our WFM platform, issuing schedules/shift patterns on a monthly basis.


• Manage and report adherence and effectiveness of schedules to continually improve and create accurate forecasts


• Analysing data over time to provide opportunities to improve utilisation across the Contact Centre.


• Providing insights to management/senior management on resource management and areas to drive improvements /efficiencies.


• Develop a deep understanding of the tasks being conducted by each team across the Contact Centre and the resources required to complete them consistently.


• Day\-to\-day line management of one Realtime Advisor and associated workload.


• Ensure accurate monitoring of on\-the\-day activity and provide data and reporting issues to Team Leaders and Operations Managers to improve utilisation and performance.


• Create feedback loops associated with resource management to continuously self\-evaluate and seek opportunities to develop the resource allocation structure of Nexus effectively.


• Work alongside the wider Operations Team to measure the effectiveness of system/process improvements and automation, understanding the impact on resource requirements and monitoring savings activity.


• Overall responsibility for all Contact Centre MI production.

About you

• Approachable and creative mindset.


• Confident and effective in communication at all levels.


• Takes pride in hitting targets, delivering on time and quality.


• Ambitious and results\-motivated, somebody who wants to track performance and is competitive to improve this continually.


• Resilient – identifies improvements for own self, the team and the business and puts these changes into place immediately.


• Good analytical and numerical skills.


• Enjoys a fast\-paced, busy work environment.


• Forward\-thinking problem solver who is solution\-driven.


• Has superb attention to detail.

Desirable Experience

• MS Office: Advanced Excel, experience using other MS applications.


• Significant experience in operations and forecast, capacity planning, scheduling and real\-time management.


• Excellent communication skills, both written and verbal.


• Great stakeholder management skills at all levels.


• Practical Experience with WFM Applications.


• Knowledge of reporting tools and processes.


• Experienced planning and forecasting manager in the Contact Centre sector.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

This role is being recruited for directly by Nexus.

Job Type: Full\-time

Pay: From £35,000\.00 per year

Benefits:

• Additional leave


• Casual dress


• Company events


• Cycle to work scheme


• On\-site parking


• Private medical insurance


• Store discount

Experience:

• forecasting and planning: 2 years (required)

Work Location: Hybrid remote in Pudsey LS28 6BZ

This listing is from Indeed. View original listing ↗