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View more categories View less categories Sector Human Resources Role Manager Contract Type Permanent Hours Full Time
About the role
Location - Glasgow - Building 4, Maxim Park, Motherwell, ML1 4WQ. Hybrid / must be able to commute office min twice per week
The role of the Workforce team Manager is to lead delivery of agent schedules, handle the holiday process and mitigate any risk to customer experience and Key Performance Indicator's by forging a strong support structure and building excellent relationships with our operational teams.
You will also work with our technologies including Verint, AWS & Intradiem and continue to evolve our flexible working offer to the operation
This is achieved by developing a team of WFM analysts, acting as a direct link between the operational sites. As our front facing team collaborator management is key, offering innovative solutions and supporting with workforce planning processes which affect our operations including handling shrinkage, offline time, training requests etc
This is done by making the best use of our tools including the long range forecasts, short range deviations and working with the planning team to plan in training in the least radical way.
Additionally the WFM manager will work closely with the Real time Team Manager and Central hub managers for full end to end 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 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
In order to be considered, you must have the following experience;
* Extensive experience with Verint WFM but if not, Aspect, Nice, Genesys WFM or similar
* At least 1 years experience in a management role, directly leading the team or handling partners
* Experience managing schedules, holiday and shrinkage in a multiskilled contact centre (ideally 500+ seats)
* Strong communication skills, able to lead weekly calls, projects and negotiate change with senior team members
* Strong decision-making skills without relying on input of manager
The other stuff we are looking for
* Strong understanding of contact centre ACDs, ideally Amazon web services (AWS)
* Experience of real time automation technologies such as Intradiem
* Project management experience e.g. a WFM upgrade or ACD upgrade
* Strong Excel skills, able to manipulate and present data to team members
* Flexibility to travel to our contact centre sites (Birmingham, Manchester and Sheffield) with potential for very occasional international travel to our BPOS
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.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include communication from the internal recruitment team.
When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
LI - SL1
Company
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