WFM Manager (contact centre) - Hybrid in London

804102961

£70,000 Per Annum

Full Time

Permanent

London, Greater London

Customer Service And Call Centre

Posted 6 hours ago

Expires In 29 Days

Job Description

We are looking for an exceptionally talented WFM Manager professional to join a highly progressive, growing business to work.

The individual we seek will be used to working in a highly fast paced European Contact centre operation and will look after resource planning, call forecasting and shift management.

Key Responsibilities:

Responsible for maintaining accurate call forecasting for all European markets, and developing the resource plan by market and contact channel.
Monitoring and updating all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot to ensure they reach the target.
Delivering analysis of contact volume trends to ensure accurate call forecasting.
Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting.
Develop and deploy the right process to optimize the process of call forecasting and tracking.
Develop the right organization of WFM and assignment.
Manage the shift schedule process and operate to maximize SLA and staff satisfaction.
Build real-time operation visualisation to improve the supervising operation efficiency.
Maintain performance reports to track EU Customer Service team performance.
Attend and Lead Call forecast update meetings as well as Performance review meetings.

Technical skills and Abilities

Have at least 3 years’ experience in managing workforce management.
Helpful to have 1-year experience in managing or supervising Customer Services Operations (10- Headcount).
Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
Knowledge of progress monitoring and reporting
Having an analytical approach to problem solving
Computer literate in like all Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
Outstanding written English and oral communication skills, with the ability to understand to lead responsibility
Strong leadership qualities that can motivate and guide a team.
Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers
Able to solve problems with minimal supervision
Willingness to be flexible as and when required
Able to lead by example
A passion for our brand and understands retail and general consumer buying behaviour