Workforce Specialist - Core

What you’ll be doing:

• Forecasting and planning for 400 employees across four locations
• Generating and regularly adjusting forecasts and schedules
• Maintaining team data accuracy with new joiners, team changes, and leavers
• Working in real-time with Support team leaders to ensure adherence
• Maintaining accurate data for the Member Experience team, including trend analysis
• Managing and improving the process for performance tracking and target setting

What you'll need:

• Experience in a contact centre with familiarity of concepts like inflow forecasting, handle time, and queue management
• A Bachelor's degree or equivalent work experience
• Fluency in English (C1)
• Quick learning skills to easily pick up new tasks and software
• The ability to self-manage and prioritise your workload to maintain and improve processes
• Confidence using office programs (Google documents, Word, Outlook, etc.)
• Good attention to detail with the ability to notice mistakes in complex data
• A problem solving approach to implement effective solutions quickly
• Excellent written and verbal communication to manage relationships with a wide range of team members
• The ability to analyse trends and make continuous improvements
• Readiness to take responsibility for high-stakes tasks
• Flexibility and the ability to respond well to fast decision changes
• The ability to anticipate future changes or demands in headcount