Job Title:
Workforce Manager
Job Summary:
We are seeking a highly skilled Workforce Manager to lead our global workforce planning and real-time contact management across six international customer contact locations. The successful candidate will ensure service levels are met across pre-trip, trip, and post-trip interactions, managed disruption response, and oversee staffing allocation minute by minute.
Key Responsibilities:
1. Forecast and schedule staffing needs across all contact channels and regions.
2. Monitor and adjust real-time resource allocation to meet service levels.
3. Manage demand fluctuations, including during disruption or emergency events.
4. Collaborate with Command Centre and tech platforms (AWS, Verint, Conversocial, etc.) to align resources.
5. Oversees global case handling across systems (e.g., Astral, Estute).
6. Track and report on agent adherence, occupancy, productivity, and performance.
7. Lead operational readiness planning and contingency simulations.
8. Provide daily/weekly/monthly performance reports and insights.
9. Support contact centre partners with scheduling and performance management.
Qualifications and Experience:
The ideal candidate will possess a third-level degree in Business, Economics, Commerce, or equivalent experience. They should have proven experience in workforce management within a large contact centre, strong people management and stakeholder engagement skills, hands-on knowledge of contact centre tools (AWS, Verint, telephony platforms), advanced proficiency in Excel and reporting tools, excellent analytical, communication, and problem-solving skills, flexibility, proactivity, and the ability to work independently and in teams.
Working Hours and Benefits:
This is a full-time role requiring flexibility for disruption support. Occasional international travel may be required to contact centre locations. If you meet the minimum job requirements, please send your CV to the Lex Consultancy team.