Role Overview
Workforce & Service Optimisation Manager leads Orbit's Customer Care workforce planning, real-time management, service delivery analysis and business support functions. Ensuring that our Customer Care department always has the right people in the right place at the right time. Provides real-time support, analysis and insight informing delivery of service excellence. Supports a largely office-based operational team; will be delivered primarily from the office to enable close collaboration and support.
Responsibilities
* Provide leadership to teams supporting large omni-channel contact centre
* Transform complex data into actionable insights that influence service design and customer engagement
* Align workforce planning and operational delivery with Orbit's wider business goals
* Own forecasting, scheduling, and workforce planning across multiple channels to ensure optimal coverage and performance
* Ensure resource models are flexible and responsive to changing customer demands, campaigns, and seasonal pressures
* Work with operational leaders to ensure resourcing models, management information and analysis support service excellence across all channels.
Qualifications
* Significant experience in a comparable role within a large, omnichannel contact centre supporting 50+ FTE
* Ability and willingness to work on-site to support operational teams (initially 5 days a week during induction)
* Experience in Workforce Management systems (preferably Calabrio)
* Expert Excel and analytical tools, ability to interpret and manipulate complex data sets
* Leadership and performance management of specialised functions
* Driving data-led continuous improvement, using insight to inform decision-making and optimise performance
* Strong influencing and stakeholder-management skills, confident presenting to a range of audiences
* Translating complex data into clear, meaningful insights that add operational and strategic value
* Strong customer focus, understanding of how workforce and service decisions impact customer outcomes
* Ability to prioritise effectively, balancing short-term tactical demands with longer-term strategic objectives
* Excellent communication skills, articulate information clearly and concisely, both verbally and in writing
Desirable Criteria
* Experience using Power BI, including creating, manipulating and interpreting reports and dashboards
* Strong interest in AI and automation within a contact centre or workforce management environment to improve efficiency and insight
Benefits
We aim to create an inclusive experience with benefits and wellbeing programmes to help you and your loved ones thrive. We offer flexible working opportunities for many roles and provide opportunities to learn and develop at every stage of your career. For leaders, we offer tailored development journeys with access to renowned business schools.
We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such certain roles may be subject to a DBS check.
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