Job Introduction
Workforce Management Manager
Salary up to £40,000
Permanent
FT – 35 hours per week
Hybrid – 2 days a week in Ashford, Kent
You may have seen our TV advert?
Heard of Saga as a great Kent-based employer?
The Saga Cruise team are looking for a candidate who is well versed with workforce management systems (preferably Verint), to lead a team that deliver first class short-term planning, scheduling and real time execution, scheduling of colleagues and achieving service level goals. You will be required to influence and support Operations, to drive cost-effective processes in Cruise.
Our ideal candidate, alongside workforce management system expertise, will display strong initiative, team leadership skills, and the ability to influence whilst demonstrating excellent judgement.
- This is a hybrid role and requires 2 days in Ashford, TN23 1FB. The days required in office are ideally Monday and Friday to promote a collaborative and team building environment**
Role Responsibility
Your main responsibilities will be:
- Leading a team of resourcers to provide first-class real-time services to the contact centre’s operational areas.
- Planning, scheduling and real time management of all operational colleagues, ensuring the right people are in the right place at the right time.
- Creating short term (4 weeks) capacity plans for contact centre operations. Managing the trade-offs between customer experience, colleague engagement and cost effectiveness.
- Maximising resource across the Cruise contact centre operations when there is a deficit in headcount, protecting service levels and people engagement.
- Ensuring effective RTOM is in place to manage variations to plan.
- Leading on the optimisation of call routing processes across the contact centre and ensuring that we are delivering the right calls to the right people.
- Reporting the achievement of targets and identifying any actions required.
- Utilising knowledge and research methods to benchmark capacity planning activities and to drive best practice results.
- Guiding senior leaders on every aspect of short-term supply and demand topics.
- Assessing any short-term changes to understand the impact on performance and produce actions plans to mitigate any risks.
- Making real time decisions on how to best route calls, depending on the circumstances and customer demand.
- Contribute to the creation and implementation of best practice: capacity planning vision, strategy, policies, processes, and procedures to aid and improve operational performance.
- Working with the Head of Contact Centre to ensure that the forecasts derived within the WFM tool are an accurate reflection of the actuals expected.
- Building a strong line of succession planning in the team, matching skills and strengths to the right tasks whilst deploying personal development plans to maximise potential when needed.
- Developing team knowledge and maintaining consistent working relationships with clear dialogue.
- Setting department objectives/KPIs and reviewing ways in which to enhance the performance of the capacity planning department.
The Ideal Candidate
You will also need to demonstrate the following skills and experience:
- Minimum 5 years’ experience in a capacity planning role in a multi-channel environment.
- Demonstrable experience in statistics, forecasting, management information methods and techniques.
- Experience building capacity/forecasting models and plans using complex analysis to create information.
- Experience in using Verint WFM tool.
- Strong IT systems knowledge and skills, including advanced Excel skills and the ability to learn new software packages.
- Highly skilled communicator with the ability to articulate complex concepts to others.
- Excellent interpersonal skills, with the ability to form and maintain strong relationships with stakeholders, and across the business both internally and externally.
- Highly developed analytical and problem-solving skills.
- Excellent attention to detail.
- Commercial and financial awareness, with a full understanding of the impact of failure in relation to business costs.
- Highly developed numeracy, statistical and reporting skills with the ability to analyse, interpret and manage information, data and trends.
- Results orientated and organised with the ability to plan and deliver against deadlines.
Package Description
Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.
- 25 days holiday + bank holidays
- Option to purchase additional leave up to 5 extra days
- Pension scheme matched up to 10%
- Life assurance policy on joining us
- Wellbeing programme
- Colleague discounts including family discounts on cruises and holidays!
- Range of reductions and offers from leading retailers, travel groups and entertainment companies
- Enhanced maternity and paternity leave
- Grandparents leave
- Income protection
- Access to Saga Academy, our bespoke learning platform
About The Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.
Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
Saga Group
