UK Service Centre Workforce Coordinator

We are seeking a Workforce Coordinator to join our growing Service Centre. This role is based on site in Bonifacio Global City, Taguig City, Manila. The office is in a central location within proximity to transport links and all the benefits you’d expect a large company to offer.

Our rapidly growing Service Centre support incoming and outgoing contact from members, policyholders and third parties in relation to Pensions and Flexible Benefits scheme administration. We work towards strict KPI’s and aim to deliver first class service to more than 150 Clients through voice, chat and email channels.

This independent contributor role will oversee productivity across our 3 sites and all inbound channels. The Workforce Coordinator is responsible for analysing both real-time and historic data, adjusting resourcing and forecast planning, to enable the Service Centre to optimize delivery.

The Role

• Responsible for resource allocation across all sites, maximizing productivity and SLA Adherence, both for real time and scheduling shrinkage/meetings on demand
• Work closely with Service Centre Management to prioritize deliverables appropriately
• Monitor and report on Agent and Queue performance, determining corrective plans of action as required
• Analyse and interpret Service Centre operational model, identifying any lapse in productivity and performance to Team Leaders and Service Centre Management
• Strategically aligning Service Centre resource to business objectives
• Forecast demand, raising peaks in demand in advance to allow resourcing discussions to occur
• Proactively identify continuous improvement opportunities for performance and productivity
• Responsible for generating regular and ad-hoc reports with insights and trends across all metrices

The Requirements

• Bachelor's degree required
• Clear communication skills (written and spoken), robust examples of building rapport with key stakeholders
• Detailed understanding of Service/Contact Centre systems, including IVR, voice, chat, and email channels
• Proficient in workforce management systems such as Genesys, eWFM, Blue Pumpkin
• Able to evidence a detailed understanding of workforce planning methods within a Service/Contact Centre, proven experience of responding to change in real time
• Natural problem solver with good critical thinking skills, able to analyse data and work to a high level of accuracy independently and as part of a team
• Able to work well under pressure in a fast-paced environment to attain SLAs
• Excellent time management and organization skills
• Must be amenable to UK working hours

WTW is an Equal Opportunity Employer