Workforce Manager

About the role

Lead workforce planning and real-time operations for a round-the-clock support organisation, ensuring adequate coverage across phone, chat and email while developing analysts and schedulers.

What you will do

• Guide and grow the real-time analyst and scheduling team through clear goals, coaching and accountability
• Create schedules that match staffing to demand and keep queues consistently covered
• Monitor service levels, adherence, occupancy, backlog and handle time in real time and act when conditions change
• Spot staffing and scheduling gaps, explain their business impact and propose practical fixes

What they look for

• At least five years of contact-centre workforce management experience covering forecasting, capacity planning, scheduling and real-time oper
• Experience supporting multichannel operations around the clock and working with outsourcing partners across sites or time zones
• Strong analytical judgement, able to anticipate risks, find root causes and turn data into practical action