Head of Workforce Management

Job Role: Head of Workforce Management

Salary: £52-£55k

Location: Derby/Nottingham

Harper Recruitment group are working in partnership with a leading contact centre provider with over 700 employees, due to an exciting period of growth they have an opportunity to join the senior management team as Head of Workforce Management

Reporting to the MD you will be accountable for the strategy, development and success leading the Workforce Management Team. The ideal candidate will be a motivational leader and strategist from a contact centre environment.

What will the role involve?

• Leading the workforce management team who are responsible for capacity planning, multiple forecasting, scheduling and business insights
• Identify and implement improvement technologies and tools
• Long-term strategy development
• Demonstrate knowledge of workforce management system capabilities, implementation, deployment and optimisation
• Provide budget and key business insights
• Build and maintain relationships with key stakeholders
• Overseeing plans of requirements and cost
• Manage budgetary control and compliance

Essential criteria:

• Experienced Workforce Management Leader
• Minimum of 5 years contact centre environment experience
• Developer of people and processes
• Excellent knowledge of contact centre WFM system implementation, development, and maintenance, infrastructure settings, and practises
• Excellent communicator - confident to interact at all levels
• Forward thinking problem solver
• Contact Centre Planning & Management qualifications would be advantageous

This truly is a unique opportunity to join an expanding business with the opportunity for a long term rewarding career, please submit your CV today to apply!

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.