Scheduling & Operations Lead | KPI & Customer Excellence

WPS; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Job summary

WPS in Birmingham, UK is seeking an experienced Operations lead to oversee planning and scheduling of direct labour and the supply chain, ensuring efficient delivery of high-quality, customer-focused services. You will manage call centre operations, performance management and drive improvements across contracts.

You will lead KPI reporting, analyse performance, and produce monthly client reports while maintaining strong client and internal stakeholder relationships.

Qualifications

• Experience in planning, scheduling, or operations.
• Strong data analysis and KPI management skills.
• Excellent organisation and prioritisation.
• Strong communication and stakeholder management.

Responsibilities

• Manage planning and scheduling of direct labour and supply chain.
• Oversee daytime call centre operations.
• Ensure compliance with company policies & Operating Framework.
• Drive continuous improvement across services.
• Lead KPI reporting and performance analysis.
• Monitor and improve operational performance.
• Produce monthly client reports.
• Analyse complaints and identify service improvements.

Skills

Planning & scheduling

Data analysis

Stakeholder management

Communication

Team leadership

Organisation & prioritisation

Problem solving

Tools

Excel

Word

Outlook

Job description

WPS in Birmingham, UK is seeking an experienced Operations lead to oversee planning and scheduling of direct labour and the supply chain, ensuring efficient delivery of high-quality, customer-focused services. You will manage call centre operations, performance management and drive improvements across contracts.

You will lead KPI reporting, analyse performance, and produce monthly client reports while maintaining strong client and internal stakeholder relationships.