Service Performance Team Leader

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

Salary: £30,485 - A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

About the role

The Contact Centre Workforce Planning team plays a critical role in ensuring the right people are in the right place at the right time to meet customer demand across telephone, webchat and email services. Working closely with operational leaders and key stakeholders, the team provides forecasting, scheduling and workforce planning expertise to support service delivery and achieve agreed performance targets. Operating within a fast-paced and customer-focused environment, the team uses data, insight and real-time analysis to optimise resources, improve customer outcomes and drive continuous improvement.

Key Responsibilities include, but are not limited to:

• 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.
• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.

About you

• Experience of workforce planning, forecasting and scheduling within a Contact Centre or operational environment.
• Proven ability to analyse complex data and translate insights into effective workforce plans and service improvements.
• Experience of leading, coaching and developing teams to achieve performance and operational targets.
• Strong stakeholder management skills, with the ability to build effective relationships and influence decision-making at all levels.