Strategic WFM Lead: Forecasting, Scheduling & Optimization

Veezu; Shrewsbury; Hybride; GBP 70 000 - 100 000; Plein temps

Résumé du poste

Veezu is seeking a Workforce Management (WFM) Manager to oversee end-to-end workforce planning within a fast-paced contact centre. You will liaise with an offshore WFM partner to ensure forecast accuracy, optimal staffing and cost efficiency across UK operations.

You will lead forecasting and capacity planning, scheduling, performance reporting and continuous improvement while aligning UK demand with offshore staffing. Travel between Veezu hubs is required as needed.

Qualifications

• Passion for planning and forecasting.
• Deep understanding of call centre service level performance with cost discipline.
• Analytical, data-driven and results-oriented.
• Strategic thinker who leads by example and communicates well.

Responsabilités

• Lead end-to-end workforce planning for a fast-paced contact centre.
• Oversee offshore WFM partner for forecasts and capacity planning.
• Manage scheduling, SLA adherence and in-day staffing adjustments.
• Provide reporting on service levels, forecast accuracy and capacity utilization.
• Support acquisition growth projects and integration work.
• Ensure compliance with GDPR, information governance and ISO27001 standards.

Connaissances

Forecasting

Data analysis

Strategic thinking

Communication

Outils

WFM tools

Description du poste

Veezu is seeking a Workforce Management (WFM) Manager to oversee end-to-end workforce planning within a fast-paced contact centre. You will liaise with an offshore WFM partner to ensure forecast accuracy, optimal staffing and cost efficiency across UK operations.

You will lead forecasting and capacity planning, scheduling, performance reporting and continuous improvement while aligning UK demand with offshore staffing. Travel between Veezu hubs is required as needed.