Workforce Management Manager

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

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.