Workforce Manager Global Operations

Overview

In this role, you will lead workforce planning for a busy Contact Centre serving Commercial Card clients. You’ll forecast demand, plan capacity, and create schedules to sustain service levels and productivity. You will monitor real-time performance, analyze metrics, and partner with stakeholders to optimize resource use. The position offers a chance to become a subject-matter expert and shape cross-functional processes in a large financial services organization. This is a newly created role in a supportive, collaborative team focused on operational excellence.

Pay / Benefits

• Private healthcare for you and family
• Annual health screen
• Competitive pension plan
• Life assurance and group income protection
• Maternity and paternity leave, family leave arrangements
• Flexible benefits and wellbeing options

Responsibilities

• Analyse call data to forecast demand and capacity
• Create schedules and manage holidays/sickness while ensuring service delivery
• Optimize service levels in real time by adjusting skills and resources
• Respond to unexpected events affecting performance
• Collaborate with management and stakeholders to improve resource utilization
• Monitor metrics (service level, AHT, productivity, volumes, agent status) and recommend actions
• Administer Workforce Management applications and generate Excel-based reports
• Provide updates to leadership on key metrics and events impacting performance

Key requirements

• Experience in a Contact Centre environment
• Knowledge of Workforce Management tools and methodologies
• Attention to data accuracy and detail
• Ability to translate data into clear messages for senior stakeholders
• Analytical and problem-solving skills
• Ability to manage multiple priorities
• Proactive and collaborative mindset
• Clear written and verbal communication skills

• Analytical thinking
• Collaborative mindset
• Proactive problem-solving
• Strong communication
• Workforce Management tools/methodologies
• Excel-based reporting

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