Workforce Management Lead - AI Optimisation
We are seeking an experienced Workforce Management Lead to join our team in Galway. This is a permanent role based in Galway City on a hybrid basis, offering a competitive salary, bonus and benefits package.
The successful candidate will have a minimum of five years experience in workforce planning within a medium-to-large contact-centre environment, with a proven track record of leading WFM teams and influencing senior operational stakeholders.
The role involves leading end-to-end demand forecasting, capacity planning and staffing models across all customer contact channels. It also includes developing and performance-managing a team of workforce analysts and schedulers, while designing scheduling frameworks that balance service levels, cost-to-serve and agent experience.
The postholder will actively monitor real-time and intraday performance, taking decisive corrective action to protect SLAs and operational outcomes. Clear, executive-level reporting will be delivered on forecast accuracy, occupancy, shrinkage, adherence and productivity KPIs.
A key responsibility of the role is the operational deployment of AI-enabled capabilities across workforce management and contact-centre optimisation. This includes implementing AI-assisted forecasting, scenario modelling and demand planning to improve accuracy and resilience, as well as deploying AI-driven real-time intraday optimisation such as staffing recommendations, workload rebalancing and performance anomaly detection.
The role will leverage AI to support demand shaping, routing logic and capacity optimisation, ensuring that AI outputs translate into practical operational actions. Acting as the business owner for AI use cases, the Workforce Management Lead will work closely with IT and external vendors to ensure solutions deliver tangible operational value.
Requirements: * Proven experience in workforce planning within a medium-to-large contact-centre environment. * Strong hands-on experience with workforce management platforms such as Verint and/or Calabrio. * Experience operating in regulated or highly governed industries. * Strong commercial and data literacy, including advanced Excel skills and working knowledge of analytics or business intelligence tools. * Experience supporting multi-site, hybrid or offshore delivery models.