Related skills
google sheets excel zendesk nice genesys📋 Description
- Develop demand forecasts and capacity plans across all channels.
- Create, adjust and distribute daily/weekly agent schedules using WFM.
- Track real-time KPI performance and adherence to plans.
- Implement intraday staffing and routing adjustments to mitigate risks.
- Provide data-driven insights into operational performance.
- Update stakeholders on performance outlooks using WFM data.
🎯 Requirements
- Experience end-to-end workforce planning and real-time monitoring.
- Knowledge of WFM systems (Calabrio, Genesys, NICE) and omnichannel platforms.
- Strong analytics using Google Sheets/Excel to translate data for stakeholders.
- Excellent ability to manage multiple priorities, especially real-time needs.
- Proactive, self-motivated in identifying gaps and solutions.
- Experience in a fast-paced omnichannel contact centre environment.
🎁 Benefits
- Great work-life balance with standard shifts.
- Sea-fronted office with social events and snacks.
- Flexibility to work from home 1 day per week.
- Stock options and pension with NEST.
- Health insurance through BUPA with fitness discounts.
- Cycle to work scheme and parental benefits.
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!