Global Workforce Manager - Contact Centre

Bank of America; Chester; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Private healthcare

Pension plan

Maternity/paternity leave

Flexible benefits

Wellbeing resources

Volunteer opportunities

Job summary

Bank of America in Chester seeks an experienced Workforce Manager to drive forecasting, capacity planning and scheduling in a busy Contact Centre serving Commercial Card clients. You will monitor performance, optimise service levels and report on key metrics to leadership.

The role requires strong data analysis, attention to detail and collaboration across teams. Office-based role at Chester Business Park with competitive benefits.

Qualifications

• Experience in a Contact Centre environment.
• Strong knowledge of Workforce Management principles, tools and methodologies.
• Excellent data accuracy and attention to detail.
• Ability to translate data into clear messages for senior stakeholders.

Responsibilities

• Analyse call data, prepare forecasts and capacity plans, supporting staffing alignment.
• Create schedules, manage holidays and sickness, monitor adherence to service delivery.
• Optimise service levels in real time by adjusting skills and resources within parameters.
• Respond quickly to events impacting Contact Centre performance.
• Collaborate with management and stakeholders to improve resource utilisation and service levels.
• Monitor metrics such as service level, AHT, productivity and volumes, identifying trends and actions.

Skills

Forecasting

Capacity planning

Scheduling

Real-time monitoring

Performance analysis

Excel reporting

Data analysis

Stakeholder communication

Team collaboration

Tools

Workforce Management tools

Job description

Bank of America in Chester seeks an experienced Workforce Manager to drive forecasting, capacity planning and scheduling in a busy Contact Centre serving Commercial Card clients. You will monitor performance, optimise service levels and report on key metrics to leadership.

The role requires strong data analysis, attention to detail and collaboration across teams. Office-based role at Chester Business Park with competitive benefits.