The WFM Manager is responsible for ensuring consistency of service by day of week and time of day, for each line of business through the optimisation of available resource.
Working strategically in the Senior Management Team to drive through efficiency gains, fully utilising the work force management platform.
The WFM Manager will be responsible for all in-house scheduling and optimisation both in advance and on the day, having ownership of the Workforce Delivery and Real Time Delivery teams situated in each of the sites.
Through effective leadership of these areas, efficiencies in resource scheduling, real time performance and adherence management will focus the WFM manager as a key contact with the consumer operations teams.
The ideal candidate will have a keen eye for WFM tools and processes along with stakeholder management. They will also help drive the Operational Team to meet the committed KPI across both in-house and Partners that were agreed as part of the monthly resource commitment process.
Who we are
The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.
Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.
Together, we are Virgin Media O2, and we can't wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us
The must haves
1. A comprehensive understanding of planning, forecasting and scheduling processes within call centres, including Erlang theory and other principles of call centre dynamics.
2. Experience of translating workforce strategies into action plans across a global workforce.
3. Strong change management skills.
4. Previous team management experience across virtual teams.
5. Experience of call routing and telephony systems in a contact centre environment.
The other stuff we are looking for
6. A comprehensive understanding of planning, forecasting and scheduling processes within call centres, including Erlang theory and other principles of call centre dynamics.
7. Experience of translating workforce strategies into action plans across a global workforce.
8. Strong change management skills.
9. Previous team management experience across virtual teams.
10. Experience of call routing and telephony systems in a contact centre environment.
What's in it for you
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.