Workforce Management Specialist

Overview

In this role you will own and advance workforce scheduling for a 24/7 omni-channel contact centre, acting as SME for Amazon Connect scheduling. You will partner with WFM leads and coordinators to balance demand, service levels, and regulatory compliance while driving efficiency and employee experience. The role supports a transformation of scheduling capability within a growing operation and offers exposure to senior stakeholders. You’ll shape intraday planning and real-time performance to improve customer outcomes and operational effectiveness.

Pay / Benefits

• flexible first options
• salary 36,139 – 43,188 plus benefits
• private healthcare discounts
• gym membership discounts
• online GP and 24/7 counselling
• Cycle to Work scheme

Responsibilities

• Own and continuously improve workforce scheduling and intraday planning across multiple teams
• Serve as subject matter expert for Amazon Connect Scheduling
• Develop optimised schedules balancing demand, service levels, efficiency and compliance
• Monitor real-time performance and trends to mitigate risk and maximise utilisation
• Collaborate with operational stakeholders to improve coverage and planning effectiveness

Key requirements

• Proven WFM experience in a contact centre
• Strong schedule optimisation and multi-team/channel planning
• Experience with Workforce Management technology; Amazon Connect experience desirable
• Knowledge of UK Working Time Regulations and multi-skilled environments
• Experience analysing adherence, conformance, occupancy and staffing gaps

• Stakeholder engagement
• Analytical mindset
• Problem solving
• Amazon Connect
• Workforce Management technology
• Intraday planning and scheduling analytics

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