Company Description
At MAWDY we've grown consistently in recent years to become a market leader in insurance and assistance products. Our objective is to continue this profitable growth by providing the world-class customer service that our clients have come to expect. Our company is a market leader in providing claims handling services, assistance services and speciality risk products.
Role Description
We are seeking an experienced Workforce Management Specialist to establish and execute the required systems and processes of the WFM function across a regulated, high volume, multi-channel contact center environment. The role is accountable for forecasting accuracy, capacity and staffing plans including seasonality modelling, scheduling efficiencies, real-time management, and cross-departmental alignment. The role is responsible for recommending workforce management tools, with direct visibility of cost, benefit, and return on investment. You will partner closely with Department leaders to deliver strong outcomes while modernizing WFM processes and technology.
This role will report directly into the Head of Operations and has meaningful influence on MAWDY strategy, operations and capacity planning in conjunction with the use of Genesys CRM/Service department(s) platform(s).
Contract Duration: 6–9 Months (Consultancy or Fixed-Term)
Responsibilities:
Own end-to-end WFM for MAWDY: forecasting, capacity planning, headcount/staffing models, hiring plan inputs, scheduling, daily management, and collaboration in performance reporting
Deliver staffing plans that balance SLA attainment, cost, agent experience, and flexibility across all channels (e.g., voice, WhatsApp, email, task admin allocation)
Build and maintain forecasting models leveraging historical volume, seasonality, product launches, outages/incidents, and business growth assumptions
Lead short- and long-range planning (weekly/monthly/quarterly) including shrinkage assumptions, occupancy targets, and productivity drivers
Oversee schedule strategy (shift design, full-time/part-time mix, split shifts, hybrid rules, and time-off policies) to improve coverage and adherence
Drive real-time monitoring, re-forecasting, schedule adjustments, and proactive communication to Operations
Establish the WFM KPI framework (e.g., forecast accuracy, schedule adherence, shrinkage, occupancy, service level/ASA, backlog, abandonment, and capacity utilization)
Provide executive-ready insights (trend analysis, root cause analysis, scenario modelling, and recommendations)
Lead WFM process maturity: documentation, standard work, training, and continuous improvement
This list is not exhaustive, and some duties may fall outside this scope.
Minimum Qualifications:
3-5+ years of relevant workforce management / capacity planning experience in customer support, contact centre, or similar operations
Deep expertise in forecasting (short- and long-range), staffing models, shrinkage, and occupancy
Strong experience with scheduling strategy and multi-skill / multi-queue environments
Strong experience with daily performance recovery
•Strong analytical skills (advanced Excel) with the ability to analyse large datasets and communicate insights clearly
Demonstrated ability to influence senior stakeholders and drive outcomes in a dynamic, fast-changing environment
Preferred Qualifications:
Experience supporting multi-department operations and managing 24/7 complexity
Experience with omnichannel WFM (voice, WhatsApp, email, task admin)
Experience with modern WFM platforms
Familiarity with BI & CRM tools (e.g., Power BI, Genesys) and/or data querying
Change management experience (process redesign, technology transitions, operating model
improvements)
Experience applying automation or AI-enabled features to improve WFM outcomes (e.g., forecasting enhancements, schedule optimization, proactive alerting)
What We Offer:
Enhanced Annual Leave.
Service days.
Free Motor Rescue and European Travel Insurance.
Health insurance discount.
20% discount on all other travel insurance outside Europe.
Sports & social club.
City centre office location, handy for public transport.
Bike to work scheme.
Death in Service Benefit
Employee Assistance Programme
Gym discount membership with Snap Fitness & Active Fitness
Travel Pass.
Opportunity to work with a global company based in over 27 countries.
Vibrant workplace culture including a sports & social club, book club, inclusive holiday celebrations and regular office events that bring our team together
Wellbeing programme