Contact Centre Workforce Planning Lead

Driver and Vehicle Licensing Agency (DVLA); Swansea; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Civil Service pension

Staff discount portal

Career development support

Employee assistance program

Job summary

DVLA in Swansea is seeking a Workforce Planning professional for the Contact Centre to forecast, schedule and optimise staffing across telephone, webchat and email channels. You will lead workload planning, produce short- and long-term forecasts, build strong stakeholder relationships and support service improvements, while benefiting from a permanent role with flexible working.

Salary £30,485 per year, 25 days annual leave (plus bank holidays), employer pension contribution of 28.97%, Privilege

Qualifications

• Experience of workforce planning, forecasting and scheduling within a Contact Centre or operational environment.

Responsibilities

• Produce short, medium and long-term forecasts using data analysis to support accurate workforce planning.
• Create advisor schedules based on demand, monitoring performance and recommending service improvements.
• Build strong relationships with stakeholders to understand and meet business requirements.
• Lead workload planning, setting priorities to ensure forecasting and scheduling targets are achieved.

Skills

Workforce planning

Forecasting

Scheduling

Data analysis

Stakeholder management

Leadership

Coaching

Tools

Excel

Workforce management tools

Job description

DVLA in Swansea is seeking a Workforce Planning professional for the Contact Centre to forecast, schedule and optimise staffing across telephone, webchat and email channels. You will lead workload planning, produce short- and long-term forecasts, build strong stakeholder relationships and support service improvements, while benefiting from a permanent role with flexible working.

Salary £30,485 per year, 25 days annual leave (plus bank holidays), employer pension contribution of 28.97%, Privilege