Workforce Management Specialist

SSE PLC; Havant; Hybrid; GBP 36,000 - 43,000; Full time

Benefits offered by this job

Private healthcare discounts

Gym memberships

Wellbeing support

Cycle to Work

Family leave benefits

Job summary

SSE PLC is hiring a Workforce Management Specialist to join the Business Improvement & Planning team. You will own scheduling across a 24/7 contact centre, working with the Lead WFM Planning Manager and Workforce Coordinators to ensure the right resources meet customer demand.

As we roll out Amazon Connect, you will establish best practices for scheduling, intraday management and operational planning, owning scheduling processes and guiding teams to balance demand, performance and regulatory

Qualifications

• Proven WFM experience in a contact centre environment.
• Strong scheduling, intraday management and resource planning.
• Experience with Amazon Connect scheduling is highly desirable.
• Knowledge of UK Working Time Regulations and multi-skilled environments.
• Ability to analyse adherence, conformance, occupancy and gaps to drive improvements.

Responsibilities

• Own and continuously improve workforce scheduling and intraday planning across multiple teams.
• Act as SME for Amazon Connect Scheduling and provide guidance and oversight.
• Develop optimized schedules balancing demand, service levels and compliance.
• Monitor real-time performance, analyse trends and mitigate risk.
• Collaborate with stakeholders to improve coverage, productivity and planning effectiveness.

Skills

Workforce management

Schedule optimization

Intraday planning

Data-driven decision making

UK regulatory knowledge

Tools

Amazon Connect

Job description

Base Location: Havant (Penner Road) or Perth (Scotland)

You’ll be expected to spend 50% of your working week in the office

Salary: £36,139 - £43,188 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

We are excited to introduce a new opportunity for a Workforce Management Specialist to join our Business Improvement & Planning team at a pivotal time of transformation.

In this role, you will act as the subject matter expert and functional owner for workforce scheduling, working closely with the Lead Workforce Management Planning Manager and a team of Workforce Coordinators to ensure the right resources are in place to meet customer demand across our 24/7 contact centre operation.

As we continue to roll out Amazon Connect across our contact centres, this role will play a key part in establishing best practices for scheduling, intraday workforce management, and operational planning. You will take ownership of scheduling processes, optimise workforce deployment, and provide guidance and support to Workforce Coordinators, helping ensure schedules balance customer demand, operational performance, colleague experience, and regulatory compliance.

This is an exciting opportunity for an experienced WFM professional to shape and enhance scheduling capability within a growing and evolving operation. You will work closely with operational leaders and stakeholders across the business, using workforce data and insights to drive efficiency, maximise coverage, and support business objectives.

Sitting within the Business Improvement & Planning function, this role provides direct exposure to senior stakeholders and a real platform to make an impact by improving workforce performance, operational effectiveness, and customer outcomes.

You will

• Own and continuously improve workforce scheduling and intraday planning across multiple teams in an omni-channel contact centre operation.
• Act as the subject matter expert for Amazon Connect Scheduling, providing guidance, support, and oversight.
• Develop optimised schedules that balance customer demand, service levels, operational efficiency, colleague experience, and regulatory compliance.
• Monitor real-time performance, analyse workforce trends, and recommend actions to mitigate risk and maximise resource utilisation.
• Partner with operational stakeholders and the WFM Lead to identify opportunities for improved coverage, productivity, and workforce planning effectiveness.

You have

• Proven Workforce Management experience within a contact centre environment, with a strong focus on scheduling, intraday management, and resource planning.
• Strong expertise in schedule optimisation and managing workforce plans across multiple teams and channels.
• Experience using Workforce Management technology, with Amazon Connect experience highly desirable.
• Sound knowledge of UK Working Time Regulations, workforce planning best practices, and operating within a multi -skilled environment.
• Experience analysing adherence, conformance, agent utilisation, occupancy, and staffing gaps to drive operational improvements

About SSE

SSE's purpose is to be restless every day until we make electricity clean, affordable and available for all.

We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. This includes electricity transmission and distribution networks, onshore and offshore wind farms, hydro-electric power and flexible thermal generation. We also provide products and services for businesses and other customers.

Our investment plan will see SSE invest £33bn in critical electricity infrastructure to 2030.

SSEN Distribution , part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and technical specialists keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [e-mail] /01738 344051 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

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