Workforce Manager

Huntswood is looking for a talented and experienced Workforce Manager to join our growing call centre operation in Glasgow.

The role will be to support a top tier client in ensuring we are providing outstanding customer excellence from a planning stand-point. We are looking for size, scale and depth with exceptional client facing expertise.

Based in out of our central Glasgow (Hybrid basis) office, you will support business effectiveness and efficiency by providing workforce planning solutions that enable business decision-making.

Workforce Manager you will
Support Huntswood’s contact centres in organising people resources and monitoring daily workforce management to meet and exceed service level expectations
Act as subject matter expert on all workforce planning, workforce capabilities and deployment
Collaborate effectively with the leadership team and those business teams impacting customer demand to create daily, weekly, monthly, quarterly and annual staffing plans which support the delivery of extraordinary customer service
Deliver workforce planning tools globally to support 24/7 shared service operations
Build and lead the team to provide workforce planning and deployment tools for Huntswood’s global operations
The ideal Senior Workforce Manager will have
Experience in managing workforce management teams and tools
Experience designing resource scheduling, workforce planning, or other operational capability modelling using workforce management platforms in busy contact centre environments of 100 seats plus
Significant experience of engaging, managing and holding to account multiple senior / exec level stakeholders with differing objectives, and Ability to present business improvements that are understandable, engaging and influential
Proven track record of maintaining high levels of call forecasting in a fast-paced industry
Ability to prioritize own workload and deliver to tight deadlines, whilst maintaining attention to detail
Experienced with Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling
Able to work with global responsibility and accommodate working hours to support this

"It's not just about what we do, but the way we do it. And it's our values that make us special."

HUNTSWOOD RECOGNISES THAT ITS PEOPLE ARE ITS MOST VALUABLE ASSET

We are a dedicated team with the practical knowledge, experience and drive to help our clients (including plenty of recognisable global brands) deliver the best experience for their customers. Right now, we’re making a real difference to the lives of millions of our clients’ customers, who rely on us for vital services, often in times of need, and we recognise the importance of those colleagues who help us deliver time and again.

At Huntswood, we foster a supportive and rewarding working environment as we come together to rise to the challenges faced by our clients. Our extremely diverse client-base provides a wide range of exciting opportunities for colleagues to join the Huntswood team at all levels of seniority, and we take career development very seriously

If you have real-time experience working for a BPO....Apply now.