Related skills
google sheets excel zendesk omnichannel wfm📋 Description
- Develop demand forecasts and capacity plans across all channels.
- Create and distribute daily/weekly agent schedules using WFM.
- Track real-time KPI performance and adherence to plans.
- Implement intraday staffing adjustments to mitigate risks.
- Provide data-driven insights into utilization and productivity.
- Update stakeholders on performance outlooks; translate data.
🎯 Requirements
- End-to-end workforce planning experience.
- Strong knowledge of WFM systems (Calabrio, Genesys, NICE or similar).
- Proficient with Google Sheets/Excel for large datasets.
- Ability to manage multiple real-time priorities.
- Proactive, self-motivated to identify operational gaps and solutions.
- Experience in fast-paced omnichannel contact centres.
🎁 Benefits
- Standard shifts 8:45-17:30.
- Seafront office with weekly massages and snacks.
- Work from home 1 day per week.
- Stock options to share in Motorway's growth.
- Pension scheme with NEST.
- BUPA health insurance with fitness discounts.
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