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EU Workforce Manager (Contact Centre)

£36,000 to £45,000
Job Type
6 Sep 2022
Manpower UK are recruiting on behalf of our global client for a Workforce Manager to oversee the UK and EU, based from our clients Edinburgh Contact Centre. Key Roles and Responsibilities Workforce management: Ensure strategic planning and management of resources for service operations on a regional scale, to meet service levels and agreed staffing ratios and KPIs. Lead the design and execution of tailor-fitted WFM in different work cities (including in-house and BPO) to drive the team in achieving critical operational goals with optimal effectiveness. Build capabilities around demand forecasting, capacity planning, and data utilisation for scheduling and staffing in varying levels of granularity and consider multiple factors impacting resource availability and productivity. Oversee day-to-day operations of local WFM Team for consistent deliverables. Work collaboratively with in-house, global and BPO Teams to drive service levels, efficiency in the workforce, and effective scheduling to meet customer demand. Continuously improve working process and ensure better response to BCP. Develop and prioritise relevant tools & process to improve WFM's working efficiency as well as customer advisor's utilisation.Team building and development: Establish motivational organism to maintain high team morale and drive a high level of performance. Develop and implement employee development plans and retention plans, which includes direct and dotted reports in different global sitesRequirements Skills In-depth knowledge of WFM tools and methodology and best practice techniques Expertise in capacity planning, forecasting, real-time management, reporting and scheduling (preferably in a service management setting) Strong conflict and problem-solving skills Strong analytical skills Ability to clearly communicate at all levels Ability to perform duties with global vision and local insight Demonstrated as integrity, accountability, professionalism Fluent English skills both verbal and written COPC,PMP, 6sigma experience is preferred (but not essential)Experience Proven record of success in workforce management Minimum of 10 years of contact centre management experienceShould you feel you have the relevant experience, please forward your CV in the first instance
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  • Job Reference: 705455616-2
  • Date Posted: 6 September 2022
  • Recruiter: MANPOWER
  • Location: Edinburgh
  • Salary: £36,000 to £45,000
  • Bonus/Benefits: Bonus & Benefits
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent