Workforce Management Manager

Veezu; Portsmouth; Ibrido; GBP 65.000 - 95.000; Tempo pieno

Descrizione del lavoro

Veezu is seeking a Workforce Management Manager to oversee end-to-end forecasting and scheduling for a fast-paced contact centre, with offshore partner oversight to align forecasts and capacity. You will drive operational excellence, balance costs with service levels, and lead cross-functional teams across our UK hubs.

The role emphasizes forecasting accuracy, staffing optimization and continuous improvement to maximise booking performance and customer experience.

Competenze

• Passion for planning & forecasting.
• Deep understanding of call centre service level performance and cost discipline.
• Analytical, data-driven and results-oriented.
• Strategic thinker with strong communication skills.
• Proven leadership and stakeholder management abilities.

Mansioni

• Lead end-to-end workforce planning and staffing for the contact centre.
• Balance cost efficiency with service performance and forecast accuracy.
• Manage shift patterns, holidays and absence planning.
• Monitor live performance and make in-day staffing adjustments.
• Oversee contingency planning for demand spikes and weather events.
• Manage offshore WFM partner forecasts and alignment with UK demand.
• Produce regular capacity, volume, AHT, shrinkage and FTE forecasts.
• Partner with local management on budgeting, headcount modelling and risk mitigation.
• Provide performance reporting and identify data-driven improvement opportunities.

Conoscenze

Forecasting & planning

Leadership

Data analysis

Strategic thinking

Communication

Problem-solving

Strumenti

Excel

Power BI

SQL

Descrizione del lavoro

Your Role At Veezu

The Workforce Management (WFM) Manager is responsible for overseeing end-to-end workforce planning within a fast paced contact centre environment, with direct oversight of an offshore partner responsible for producing demand forecasts and staffing models. This role ensures forecast accuracy, optimal staffing levels, service level achievement and cost efficiency. The WFM Manager acts as the primary liaison between internal JBC (contact centre) Management and the offshore WFM team to ensure alignment on assumptions, performance expectations and continuous improvement.

Your Role At Veezu

The Workforce Management (WFM) Manager is responsible for overseeing end-to-end workforce planning within a fast paced contact centre environment, with direct oversight of an offshore partner responsible for producing demand forecasts and staffing models. This role ensures forecast accuracy, optimal staffing levels, service level achievement and cost efficiency. The WFM Manager acts as the primary liaison between internal JBC (contact centre) Management and the offshore WFM team to ensure alignment on assumptions, performance expectations and continuous improvement.

This role ensures that our JBCs are staffed to operate with excellence, consistency & efficiency, maximising booking performance, enhancing customer experience and driving success.

Who are Veezu?

Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!

What You’ll Do

• The WFM Manager will provide leadership, guidance, and support to all Team Managers, acting as the central point of operational coordination and strategic alignment for JBC forecasting & scheduling nationwide.
• Create a balance between cost efficiency & service performance.
• Manage shift patterns, holiday cover and absence planning.
• Work with Shift Managers to monitor live operational performance.
• Make in-day adjustments to staffing.
• Manage contingency planning for demand spikes and extreme weather.

OFFSHORE VENDOR MANAGEMENT

• Manage the relationship with the offshore WFM provider responsible for forecasting and capacity planning.
• Review and validate forecasts produced by the offshore team (short-term, long-term, and budget forecasts).
• Ensure forecasting assumptions align with business drivers, marketing plans, seasonality, and growth projections.
• Drive continuous improvement.
• Align offshore staffing models with UK demand forecasts.
• Escalate performance issues.

FORECASTING & CAPACITY PLANNING

• Approve weekly, monthly, and annual forecasts for contact volume, AHT, shrinkage, and FTE requirements.
• Challenge assumptions and drive continuous improvement in forecasting methodologies.
• Communicate with local JBC Management teams to maintain accuracy.
• Work with Head of / JBC Director on medium & long term budgets and headcount modelling.
• Identify risks to over/under staffings.

SCHEDULING & SERVICE LEVEL MANAGEMENT

• Ensure schedules generated meet service level targets.
• Monitor intraday and real-time performance in partnership with Operations.
• Oversee shrinkage, occupancy, and adherence performance.
• Escalate risks related to under- or over-staffing.

PERFORMANCE REPORTING & ANALYTICS

• Provide reporting on service levels, forecast accuracy (volume, call to booking ratio, CPH & AHT) and capacity utilisation.
• Identify trends and recommend data-driven improvements.
• Conduct root cause analysis on service level misses.

ACQUISITION GROWTH

• Assist the M&A and Integration teams with the successful integration of newly acquired businesses.
• Implement agreed strategies and associated plans and ensure projects are delivered on schedule and meet agreed timescales, objectives, business needs and budget.

COMPLIANCE

• Maintain the highest standards of Health & Safety.
• Lead by example and act in compliance with GDPR, information governance, our policies and area specific requirements at all times, supporting with training and auditing when required.
• Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

What You’ll Need

• You have a passion for planning & forecasting
• You have a deep understanding of call centre service level performance expectations while maintaining cost discipline.
• You are analytical, data driven and results-oriented
• You think strategically
• You lead by example and inspire others
• You are an excellent communicator

Where You’ll Be

• The role is flexible on location (being one of the main Veezu Hubs) with a requirement to attend meetings at other Veezu office locations across the country as needed.

Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.