Workforce Management, Senior Specialist - Belfast, United Kingdom - fibrus

fibrus

Verified Company

Belfast, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB TITLE:
Workforce Management, Senior Specialist

JOB LOCATION:
Belfast

TERMS:
Permanent

THE JOB

WHAT WILL YOU BE DOING?

Forecasting Contact Volume:

Analyse historical trends, market insights, and other relevant data to accurately forecast contact volumes.
Utilize forecasting models to project future demand for calls and chats.

Capacity Planning:

Develop comprehensive capacity plans based on forecasted contact volumes.
Make informed decisions on headcount requirements and staffing levels within the customer contact centre.

Staff Scheduling:

Create and manage staff schedules aligned with forecasted arrival of calls and chats.
Optimize schedules to ensure adequate coverage during peak hours while maintaining efficiency during lowdemand periods.
Create a flexible working schedule for our people that promotes a healthy work life balance in line with our company culture expectations.

Real-Time Monitoring:

Monitor and analyse realtime data to ensure schedule adherence.
Make live adjustments to schedules as required, responding promptly to changes in contact volume.

Performance Reporting:

Generate and present detailed reports on past performance, including key metrics such as schedule adherence, service levels, and forecast accuracy.
Provide insights and recommendations to the director level for continuous improvement.

Challenges to Forecasts:

Anticipate and address challenges to forecast accuracy, engaging in ongoing analysis to refine forecasting models.
Clearly articulate the rationale behind workforce management decisions, effectively communicating with stakeholders and addressing any inquiries.

WHAT WILL YOU BRING?

Proven experience in workforce management within a call centre environment. Minimum of 2 years.
Able to articulate at interview past experience & how that will relate to this role.
Proficient in workforce management tools and software.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal skills.
Ability to thrive in a fastpaced and dynamic work environment.

IS FIBRUS FOR ME?

At Fibrus, we put our people first As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People 'We invest in People' standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best.

Our culture is focused on trust, collaboration, growth, and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption.

As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain

We're building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose

HOW TO APPLY

Benefits: