🤩WORK FORCE MANAGEMENT SYSTEM MANAGER
⏲Hours: 35
hours per week
📅Shift pattern: Monday - Friday 09:00-17:00 with one weekend per month.
💸Salary: £28-30,000 per annum dependant on experience
📍Location: Remote
📆Start Date : ASAP
🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟
😎Appello Perks
- 31 days holiday rising to 33 with length of service inc BH's
- We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app!
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
👇about You
You will have minimum 1 year experience in a similar role including Reporting from a range of sources including Work Force Management (WFM)and Excel.
You are IT literate using a wide range of different computer systems including Microsoft 365 suit.
You have the ability to confidently problem solve and take effective decision-making.You keep up to date with key employment law and legislations that are relevant to the role.
You can interrogate and provide valuable management information from operational reports, WFM tool and Excel, and are able to present information clearly, concisely, accurately and in ways that promote understanding with staff and key stakeholders.
📈THE ROLE
As the WFM Manager you will be providing an vital support function for our 24/7 365 call centre. Along with the WFM team, you will be responsible for achieving service levels across all elements, this includes Telecare, Out of Hours, Customer Services, Administration, Device Management and Outbound teams -approx 300 operators.
You will be ensuring that we are achieving KPI's with budgeted for overtime and salary spend and where possible reengineer shifts to allow salary and budget savings to hit the EBITDA.
Using dynamic resourcing ensuring where possible cost savings are realised on a monthly basis through salary and overtime spend.
⭐main Tasks/Responsibilities
➡To ensure real time management of service level is managed throughout the course of the working week and provision for weekends
➡Resource planning of new starters, changes of hours including flexible working and leavers within the Control Centre.
➡ Short term planning responsibility to ensure the Control Centre is set up to achieve daily and weekly service level.
➡To ensure real time management of service level is managed throughout the course of the working week.
➡The management of overtime and holiday budgets should be prioritized over individual requests.
➡Reporting requirements for Senior WFM Analytics Manager and Head of Monitoring & Customer Services as required.
➡Maintaining WFM knowledge and expertise for self and others, updating and maintaining the WFM tool to ensure fit for purpose.
✅READY TO APPLY
If you are interested in this role please upload your
CV and answer a few questions about yourself so we can get to know you better 😁
Other Information
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
