Workforce Optimisation Manager - Flexible Role

Mars Capital; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

Mars Capital, part of Arrow Global Group, is seeking an Optimisation and Workforce Manager to drive workload management across the Contact Centre, Arrears Support Unit, Fulfilment and Recoveries. The role focuses on capacity planning, forecasting and efficiency, including ingress/egress channels and SLA adherence.

You will lead outbound campaigns, train managers in workforce management, and collaborate with leadership to align staffing with portfolio strategy and regulatory requirements.

Qualifications

• Experience in workforce management and capacity planning.
• Forecasting, scheduling and capacity planning experience.
• Data-driven decision making and attention to detail.
• Proficiency with Microsoft Office and ability to learn new systems.
• Experience with AWS or similar telephony/workforce tools is desirable.

Responsibilities

• Deliver a resource plan within budget across Customer Experience and related teams.
• Create capacity plans based on available resources to map overall capacity.
• Provide real-time monitoring and support to workforce and dialer specialists.
• Train managers in workforce management and real-time monitoring for end-to-end customer journeys.
• Ensure onboarding/offboarding and access management for systems like Amazon Connect and diallers.
• Oversee outbound campaigns and assess effectiveness of campaigns.
• Collaborate with cross-functional teams to extend planning beyond Contact Centre to other units.

Skills

Workforce management

Forecasting

Scheduling

Data analysis

MS Office

AWS

Campaign management

Outbound dialer

Tools

Microsoft Office

AWS

Job description

Mars Capital, part of Arrow Global Group, is seeking an Optimisation and Workforce Manager to drive workload management across the Contact Centre, Arrears Support Unit, Fulfilment and Recoveries. The role focuses on capacity planning, forecasting and efficiency, including ingress/egress channels and SLA adherence.

You will lead outbound campaigns, train managers in workforce management, and collaborate with leadership to align staffing with portfolio strategy and regulatory requirements.