WFM Manager: Forecasting, Scheduling & Optimization

Veezu; Cardiff; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Veezu is seeking a Workforce Management Manager to oversee end-to-end forecasting and staffing for our national contact centre operations. You will lead the WFM team, coordinate with an offshore partner, and align assumptions with UK demand to drive efficiency and customer experience.

You will manage forecasting, capacity planning, scheduling and performance reporting while ensuring compliance and continuous improvement.

Qualifications

• Passion for planning and forecasting.
• Analytical, data-driven and results-oriented.
• Strategic thinker with strong communication skills.
• Leads by example and inspires others.

Responsibilities

• Provide leadership to all Team Managers, coordinating forecasting and scheduling nationwide.
• Balance cost efficiency with service performance.
• Manage shift patterns, holiday cover and absence planning.
• Monitor live operational performance with Shift Managers.
• Make in-day adjustments to staffing and contingency planning for spikes.
• Forecasting & capacity planning: approve weekly, monthly and annual forecasts; align with business drivers.
• Performance reporting: report on service levels, forecast accuracy and capacity utilisation.
• Assist with integration projects and ensuring on-schedule delivery.
• Maintain high Health & Safety standards and GDPR compliance.

Job description

Veezu is seeking a Workforce Management Manager to oversee end-to-end forecasting and staffing for our national contact centre operations. You will lead the WFM team, coordinate with an offshore partner, and align assumptions with UK demand to drive efficiency and customer experience.

You will manage forecasting, capacity planning, scheduling and performance reporting while ensuring compliance and continuous improvement.