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About The Role
Hybrid / must be able to commute to the office at least twice per week
Summary
Location:
Glasgow, Motherwell
Job Family:
Customer Service & Sales
Job Type:
Full Time
Posted Date:
28-Apr-2025
Ref #:
66549
About The Role
Location: Glasgow - Building 4, Maxim Park, Motherwell, ML1 4WQ
Hybrid / must be able to commute to the office at least twice per week
The Workforce team Manager will lead agent schedule delivery, manage holiday processes, and mitigate risks to customer experience and KPIs by building strong support structures and relationships with operational teams. You will work with technologies such as Verint, AWS, and Intradiem, and develop the flexible working model.
You will develop a team of WFM analysts, act as a liaison between operational sites, and offer innovative workforce planning solutions, including managing shrinkage, offline time, and training requests. This involves utilizing forecasting tools and collaborating with planning teams to optimize training schedules. Additionally, the WFM manager will coordinate with Real Time and Central Hub managers for comprehensive service delivery.
Key Partners Include
* Operational Managers
* Central Hub Managers
* Real Time Hub Manager
* Tactical Planning Team
Who we are
The UK’s fastest broadband network, the nation’s leading mobile brand, and one of the UK’s largest companies. We are a diverse, high-performing team committed to offering better value and choices to our customers through our innovative values and ambitions. We are Virgin Media O2 and look forward to what you can contribute.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer. We strive to remove bias and barriers, fostering an inclusive environment where everyone can be their authentic selves during the application process.
Must Have Experience
* Extensive experience with Verint WFM, or similar tools like Aspect, Nice, Genesys WFM
* At least 1 year in a management role, leading teams or managing partners
* Experience managing schedules, holidays, and shrinkage in a multiskilled contact centre (preferably 500+ seats)
* Strong communication skills for leading calls, projects, and negotiations with senior teams
* Decisiveness without constant managerial input
Additional Skills
* Understanding of contact centre ACDs, ideally AWS
* Experience with real-time automation technologies like Intradiem
* Project management experience (e.g., WFM or ACD upgrades)
* Strong Excel skills for data analysis and presentation
* Flexibility to travel to contact centre sites (Birmingham, Manchester, Sheffield) and occasional international travel
What’s in it for you
We aim to create an empowering, inclusive culture that celebrates diversity. Our benefits package supports you and your loved ones, ensuring comprehensive coverage for life's surprises.
Next steps
If you feel you belong here, we’d love to learn about you. After applying, you may be contacted by our recruitment team. Please inform us of any adjustments needed for the process. Note that applications are reviewed continuously, and the closing date may be moved forward. All roles require background checks, including criminal records and, where applicable, financial probity.
Thank you for your interest in joining Virgin Media O2.
LI - SL1
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Project Management and Information Technology
Industries
* Telecommunications
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