Owning the full WFM planning cycle for your domains, ensuring seamless operations.
Managing and empowering a high-performing team of analysts with diverse WFM and Service skill sets, clearly defining their responsibilities, expectations, and contribution to WFM goals.
Continuously improving WFM processes to meet service requirements (SLAs), enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
Proactively identifying risks to service and recommending cost-effective solutions. You'll also escalate FTE/Overtime overspend risks and propose mitigation strategies.
Managing short-term forecasting for your domain through your forecasting analyst. This includes ensuring we are meeting our Forecasting KRIs, planning for strategic impacts, events, and product changes, and forecasting changing requests. You'll also ensure we meet SLAs for forecasting change requests and modelling within Anaplan.
Ensuring we have optimised schedules for the horizon with flexible working options available for your domain.
Producing weekly and monthly reports for senior stakeholders, supporting board reporting and weekly service meetings. This also includes producing root cause analysis documentation.
Responding to incidents and working a WFM On-Call rota on PagerDuty to support out-of-hours incident response and service incidents. This is on a rough 1 in 6 week rota.
Partnering with the WFM Tech team to prioritise impactful initiatives and working closely with your Workforce Management Analysts.
Comfortably supporting various projects and product changes.

Requirements

You have operations, WFM product/data, and service management experience.
You have a strong understanding of service management, comfortable with queues, task views, and SLAs.
You can have short term forecasting experience and can deep dive into service, forecasting, and scheduling issues to improve domain performance and align with WFM and domain goals.
You have proven experience managing and developing a high-performing team, setting clear responsibilities, expectations, and contributing to overall WFM objectives.
You have a high degree of comfort working with data to create documentation, recovery plans, and weekly reporting.
You have experience with projects and product changes, ensuring WFM can effectively support operational needs.
You're proficient in data analysis through multiple tools, including data visualisation tools (Looker, Tableau, etc.), BigQuery, and Google Sheets.

Benefits

£1,000 learning budget each year to use on books, training courses and conferences.
Flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

WFM planningshort-term forecastingdata analysisroot cause analysisservice managementschedulingreportingcost-effective solutionsperformance improvementbudget management

Soft skills

team managementempowermentcommunicationproblem-solvingrisk identificationcollaborationadaptabilityleadershiporganizational skillsstakeholder management