Workforce Management (WFM) Team Leader - GLASGOW

Virgin Media O2; Motherwell; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Virgin Media O2 is looking for a Workforce Management Team Leader to enhance operational excellence in Glasgow. The role involves overseeing schedules, managing a team, and ensuring optimal customer experience through effective workforce planning. This hybrid position requires strong leadership skills and expertise in WFM tools.

Benefits

Comprehensive reward package

Diversity and inclusion culture

Qualifications

• Extensive experience with Verint WFM or similar tools.
• At least 1 year in a management role.
• Experience managing schedules in a multiskilled contact centre.

Responsibilities

• Lead delivery of agent schedules and manage holiday processes.
• Develop a team of WFM analysts.
• Collaborate with operational sites for end-to-end service delivery.

Skills

Communication

Decision-making

Management of schedules

Workforce planning

Tools

Verint WFM

AWS

Intradiem

Excel

Job description

Join to apply for the Workforce Management (WFM) Team Leader - GLASGOW role at Virgin Media O2

Location: Glasgow - Building 4, Maxim Park, Motherwell, ML1 4WQ. Hybrid role, must be able to commute to the office at least twice a week.

The Workforce Team Manager will lead the delivery of agent schedules, manage the holiday process, and mitigate risks to customer experience and KPIs by building strong support structures and relationships with operational teams. You will work with technologies including Verint, AWS, and Intradiem, and develop the flexible working offer.

Responsibilities include developing a team of WFM analysts, collaborating with operational sites, managing workforce planning processes, and working closely with the Real-Time Team Manager and Central Hub Managers for end-to-end service delivery.

Key partners include Operational Managers, Central Hub Managers, Real-Time Hub Manager, and the Tactical Planning Team.

We are an equal opportunities employer committed to diversity and inclusion, supporting your authentic self throughout the application process.

Must-have experience:

• Extensive experience with Verint WFM or similar tools (Aspect, Nice, Genesys WFM)
• At least 1 year in a management role
• Experience managing schedules, holidays, and shrinkage in a multiskilled contact centre (ideally 500+ seats)
• Strong communication and decision-making skills

Preferred experience:

• Understanding of contact centre ACDs, AWS
• Experience with real-time automation technologies like Intradiem
• Project management experience
• Strong Excel skills
• Flexibility to travel to sites in Birmingham, Manchester, Sheffield, and occasional international travel

What’s in it for you: We offer a comprehensive reward package, benefits, and a culture that empowers and includes everyone.

Next steps: Submit your application to be considered. We review applications throughout the posting period, which may close early. Successful candidates will undergo background checks and other assessments.

Join Virgin Media O2 and be part of a diverse, innovative team making a difference.