Workforce Management Assistant- Internal Only

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

WORKFORCE MANAGEMENT ASSISTANT Internal Applicants only

The right people. The right place. The right time. As our Workforce Management Assistant, you'll help keep our operation running smoothly through smart planning, effective scheduling, and proactive support that enables outstanding service every day.

Shift pattern & Hours :4on4off Nights 23:15 -08:15 - 29.75 hrs pw avg

Salary: £24,344.16 (£20,544.16 plus night supplement £3,800pa)

Start Date: December 2026

Location: Remote

This role is a UK based role and any hybrid/remote work must also be within the UK.

THE ROLE

The Workforce Management Assistant plays a vital role in driving operational efficiency through meticulous planning, precise scheduling, and proactive real-time monitoring of workforce activities. The role supports the delivery of exceptional service standards by aligning staffing levels with fluctuating operational needs, maintaining compliance with workforce regulations, and contributing to a high-performing work environment. With a keen eye for detail and a proactive approach to problem-solving, the Workforce Management Assistant is instrumental in optimising productivity, minimising service disruptions, and supporting the overall success of the organisation.

Main Responsibilities and Activities

• Rota and schedule management: create, update and maintain staff rotas and shift schedules; coordinate shift swaps, absences and holiday approvals.
• Real-time monitoring: track live adherence to schedules and elevate any deviations or coverage issues promptly.
• Workforce forecasting and planning: assist in forecasting staffing needs based on call volumes or service demand, and support the creation of long-term and short-term workforce plans.
• System management and data entry: use workforce management tools, such as NICE, for schedule accuracy and ensure staff details and availability are up to date in relevant systems
• Reporting and analysis: generate and distribute workforce performance and adherence reports, identifying patterns, trends and areas for efficiency improvements.
• Communication and coordination: liaise with team leaders, HR and operations teams on staffing matters, and communicate schedule changes and updates clearly to staff.
• Compliance and record-keeping: ensure schedules align with legal requirements and working time regulations, maintaining accurate records for audits and HR purposes.
• Support and continuous improvement: assist with onboarding and offboarding from a scheduling perspective, and suggest and implement improvements to WFM processes and tools.

ABOUT YOU

You will have experience within a contact centre and understand the operations side. Ideally you will have experience using a workforce management system (WFM) and be able to pull reports utilising a range of sources including WFM systems and Microsoft Excel – however if you have not, the team will be able to support you with this.

You will be able to problem solve and think outside of the box . You will have analytical and numerical skills and strong planning and organisational skills.