Strategic WFM Assistant - Nights, Remote

Appello; United Kingdom; Remote; GBP 22,000 - 27,000; Full time

Job summary

Appello is seeking a Workforce Management Assistant (Internal Applicants only) to help keep our operation running smoothly through smart planning, effective scheduling, and proactive support that enables outstanding service every day. The role offers 4on4off nights (23:15–08:15), ~29.75 hrs/week, remote within the UK, with a start date in December 2026.

Salary is £24,344.16 per year, including a night supplement, and the role focuses on real-time monitoring, forecasting, data management, and

Qualifications

• Experience within a contact centre and understanding of operations.
• Experience using a workforce management system (WFM) and pulling reports from WFM and Excel.
• Strong problem-solving, analytical and numerical skills, with planning and organisation.

Responsibilities

• Rota and schedule management: create, update and maintain staff rotas, swap coordination, absences and holidays.
• Real-time monitoring: track live adherence and address deviations promptly.
• Workforce forecasting and planning: assist in forecasting staffing needs and support long- and short-term plans.
• System management and data entry: use WFM tools like NICE; keep staff data up to date.
• Reporting and analysis: generate workforce performance and adherence reports and identify improvements.
• Communication and coordination: liaise with team leaders, HR and operations; communicate changes clearly.
• Compliance and record-keeping: ensure schedules comply with regulations and maintain audits.
• Support and continuous improvement: assist onboarding/offboarding from scheduling and suggest tool/process improvements.

Skills

Analytical skills

Numerical skills

Planning skills

Organisational skills

WFM experience

Communication

Tools

NICE

Microsoft Excel

Job description

Appello is seeking a Workforce Management Assistant (Internal Applicants only) to help keep our operation running smoothly through smart planning, effective scheduling, and proactive support that enables outstanding service every day. The role offers 4on4off nights (23:15–08:15), ~29.75 hrs/week, remote within the UK, with a start date in December 2026.

Salary is £24,344.16 per year, including a night supplement, and the role focuses on real-time monitoring, forecasting, data management, and