Hybrid WFM Manager: Forecasting & Scheduling Excellence

Veezu; Portsmouth; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Veezu is seeking a Workforce Management Manager to oversee end-to-end forecasting and scheduling for a fast-paced contact centre, with offshore partner oversight to align forecasts and capacity. You will drive operational excellence, balance costs with service levels, and lead cross-functional teams across our UK hubs.

The role emphasizes forecasting accuracy, staffing optimization and continuous improvement to maximise booking performance and customer experience.

Qualifications

• Passion for planning & forecasting.
• Deep understanding of call centre service level performance and cost discipline.
• Analytical, data-driven and results-oriented.
• Strategic thinker with strong communication skills.
• Proven leadership and stakeholder management abilities.

Responsibilities

• Lead end-to-end workforce planning and staffing for the contact centre.
• Balance cost efficiency with service performance and forecast accuracy.
• Manage shift patterns, holidays and absence planning.
• Monitor live performance and make in-day staffing adjustments.
• Oversee contingency planning for demand spikes and weather events.
• Manage offshore WFM partner forecasts and alignment with UK demand.
• Produce regular capacity, volume, AHT, shrinkage and FTE forecasts.
• Partner with local management on budgeting, headcount modelling and risk mitigation.
• Provide performance reporting and identify data-driven improvement opportunities.

Skills

Forecasting & planning

Leadership

Data analysis

Strategic thinking

Communication

Problem-solving

Tools

Excel

Power BI

SQL

Job description

Veezu is seeking a Workforce Management Manager to oversee end-to-end forecasting and scheduling for a fast-paced contact centre, with offshore partner oversight to align forecasts and capacity. You will drive operational excellence, balance costs with service levels, and lead cross-functional teams across our UK hubs.

The role emphasizes forecasting accuracy, staffing optimization and continuous improvement to maximise booking performance and customer experience.