Lead Contact Centre Workforce Planner: Forecasts & Scheduling

Driver and Vehicle Licensing Agency; Swansea; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Employer pension contribution 28.97%

25 days annual leave (increasing with

Bank Holidays plus Privilege Day

Staff discount portal

Career development opportunities and资格

24-hour Employee Assistance Programme

Job summary

DVLA in Swansea is looking for a workforce planning analyst to forecast demand for the Contact Centre and to schedule advisors across telephone, webchat and email channels. You will work with operational leaders to translate data insights into practical scheduling and service improvements that meet performance targets.

The role focuses on building robust forecast models, managing workload, and maintaining strong stakeholder relationships to ensure optimal resource allocation and customer

Qualifications

• Experience in forecasting and scheduling for contact centre operations.
• Strong data analysis skills and ability to work with stakeholders.
• Proven ability to lead workload planning and prioritise targets.

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

Data analysis

Forecasting

Workforce planning

Stakeholder management

Scheduling

Job description

DVLA in Swansea is looking for a workforce planning analyst to forecast demand for the Contact Centre and to schedule advisors across telephone, webchat and email channels. You will work with operational leaders to translate data insights into practical scheduling and service improvements that meet performance targets.

The role focuses on building robust forecast models, managing workload, and maintaining strong stakeholder relationships to ensure optimal resource allocation and customer