Workforce Management Specialist

6–9 Month Contract / Consultancy

About the Role

Our client is a market leader in providing claims handling, assistance services, and specialty risk products to the insurance industry. Having grown consistently in recent years, they are committed to delivering world-class customer service across a global contact centre environment.

We are seeking an experienced Workforce Management Specialist to establish and execute WFM systems and processes across a regulated, high-volume, multi-channel contact centre environment. Reporting directly to the Head of Operations, this role carries meaningful influence over strategy, operations, and capacity planning, including the use of Genesys CRM and service department platforms.

Key Responsibilities

• Own end-to-end WFM: forecasting, capacity planning, headcount and staffing models, hiring plan inputs, scheduling, daily management, and performance reporting.
• Deliver staffing plans that balance SLA attainment, cost, agent experience, and flexibility across all channels (voice, WhatsApp, email, and task administration).
• Build and maintain forecasting models leveraging historical volume, seasonality, product launches, outages/incidents, and business growth assumptions.
• Lead short- and long-range planning (weekly, monthly, quarterly), including shrinkage assumptions, occupancy targets, and productivity drivers.
• Oversee schedule strategy covering shift design, full-time/part-time mix, split shifts, hybrid rules, and time-off policies to improve coverage and adherence.
• Drive real-time monitoring, re-forecasting, schedule adjustments, and proactive communication to the Operations team.
• Establish a WFM KPI framework covering forecast accuracy, schedule adherence, shrinkage, occupancy, service level/ASA, backlog, abandonment, and capacity utilisation.
• Provide executive-ready insights including trend analysis, root cause analysis, scenario modelling, and actionable recommendations.
• Lead WFM process maturity initiatives: documentation, standard operating procedures, training, and continuous improvement.

Role Details

• Contract Duration: 6–9 Months (Consultancy or Fixed-Term)
• Reports To: Head of Operations
• Location: On-site / Hybrid

Minimum Qualifications

• 3–5+ years of workforce management or capacity planning experience in a customer support, contact centre, or similar operations environment.
• Deep expertise in forecasting (short- and long-range), staffing models, shrinkage, and occupancy.
• Strong experience with scheduling strategy in multi-skill and multi-queue environments.
• Proven ability in daily performance recovery and real-time management.
• Advanced Excel skills with the ability to analyse large datasets and communicate insights clearly.
• Demonstrated ability to influence senior stakeholders and drive outcomes in a fast-changing environment.

Preferred Qualifications

• Experience supporting multi-department operations and managing 24/7 complexity.
• Experience with omnichannel WFM (voice, WhatsApp, email, task administration).
• Familiarity with modern WFM platforms and BI/CRM tools such as Power BI or Genesys.
• Change management experience including process redesign, technology transitions, and operating model improvements.
• Experience applying automation or AI-enabled features to improve WFM outcomes (e.g., forecasting enhancements, schedule optimisation, proactive alerting).

What We Offer

• Enhanced annual leave and service days.
• Free motor rescue and European travel insurance.
• Health insurance discount.
• 20% discount on travel insurance outside Europe.
• Sports and social club membership.
• City centre office location with excellent public transport links.
• Bike to Work Scheme and Travel Pass.
• Opportunity to work with a global organisation operating across 27+ countries.