Workforce Management Specialist - Contact Centre

Aviva; Galway; On-site; EUR 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking a Workforce Management Specialist in Galway to enhance customer service through effective planning and optimization. Responsibilities include managing scheduling functions and collaborating with stakeholders to ensure service excellence. Candidates should have strong leadership skills and experience in high-volume service delivery environments.

Benefits

Competitive salary

Generous pension scheme

Annual performance-related bonus

Holiday allowance of 29 days

Health and dental insurance contributions

Professional qualification support

Volunteering days

Qualifications

• Strong leadership and stakeholder management skills.
• Experience in service delivery within high-volume environments.
• Knowledge of regulatory compliance in financial services sector.

Responsibilities

• Lead and manage planning and scheduling function.
• Oversee optimization of telephony systems.
• Collaborate with stakeholders to improve customer experience.

Skills

Leadership

Stakeholder management

Forecast and budget delivery

Service delivery in high-volume environments

Regulatory compliance knowledge

Workforce management systems

Job description

Shape the future of customer contact at Aviva! We’re looking for a confident, forward-thinking Workforce Management Specialist within customer operations to lead our contact centre Planning team in Galway. This is a key role in our customer service strategy, helping us deliver seamless, high-quality experiences every day.

Duties & Responsibilities

• Lead and manage the planning and scheduling function, driving performance and service excellence.
• Oversee the operation and optimisation of telephony systems and infrastructure.
• Collaborate with stakeholders to improve customer experience and operational efficiency.
• Support future planning and innovation in Customer Contact and workforce management.
• Develop and maintain short-term and long-term forecasts for call volumes, staffing requirements, and workload distribution.
• Responsible for ensuring FTE alignment with budget forecast.
• Ensure compliance with industry regulations and internal standards.

Skills & Experiences

• Strong leadership and stakeholder management skills.
• Proficient in forecast and budget delivery.
• Experience in service delivery within high-volume environments.
• Knowledge of regulatory compliance in financial services sector.
• Experience with workforce management systems or their implementation is a distinct advantage.

What will you get for this role?

• A competitive market leading salary depending on skills, experience, and qualifications
• Generous pension (employee contribution matching of up to 14% if you contribute 8%)
• Annual performance related bonus and pay review
• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme
• TaxSaver Travel Scheme
• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Employee Assistance Programme
• Volunteering days
• Professional qualification support and transparent career progression plans

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact [e-mail]