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Warrington, Cheshire Admin and Secretarial Posted 12.08.19 Up to £25000 per annum

WFM (Workforce Management team)

Temporary role (up to 6 months)

Salary – up to £25,000

Hours – 40 hours per week, 8 hour days (normal hours are 08:00 – 17:30 and 8 hours can be worked in between these times)


The successful candidate will be based on our clients large campaign in Cinnamon Park, Warrington.

Reporting relationships:

The jobholder will report to the Resource Planning Manager.

Job Purpose:

  • To develop WFM models as required and use for scenario planning.
  • To liaise with the Operations Managers in order to facilitate the smooth flow of information between departments.
  • Maintain strong, effective working relationships with all stakeholders including the Operation and planning teams.
  • Maintain staff activities and records on the WFM system and assign / maintain shift plans, identifying any shortfalls in staffing levels.
  • Maintain Capacity Plan and ensure revenue optimisation.
  • Develop Intraday planning & provide support to long term planning process.
  • Facilitate the collection and tracking of staff shrinkage to manage Service Levels in real time.
  • Provide continuous trend analysis and concise progress reports to monitor progress of actual work.
  • Provide an ongoing update to the Resource Planning Manager on the resource changes required to meet SLA’s on a daily / weekly / monthly basis.
  • Control and record the annual leave, tracking all leave is taken throughout the leave year.
  • Budget overtime requirement and ensure optimal utilization of resources.
  • Support the development of innovative shift patterns that will attract and retain staff as well as being cost efficient. Ensure their delivery to the operation in a timely fashion.
  • To administer all new recruit and leaver information in order to ensure that WFM system is up to date at all times.
  • Produce management and ad hoc WFM reports.
  • Escalate any system issues impacting on the business.
  • Provide cover for other Resource Planning functions as when required to do so.
  • Ad-hoc requests when required*

Experience/Skills & Personal Qualities

  • 12 months Workforce Management experience preferably in an Outsource environment.
  • Good knowledge of a Workforce Management tool (preferably IEX).
  • Advanced MS EXCEL Knowledge.
  • Has a strong understanding of how Customer Service and Call Centre environments work.
  • Good working relationships with internal and external stakeholders.
  • Excellent communication, influencing and interpersonal skills. With the ablity to build a rapport with others.
  • Excellent organisational skills.
  • Creative problem solving skills.
  • Business appreciation and financial awareness.
  • Working knowledge of call routing / ACD / switch activity / IVR systems / WFM processes.
  • Knowledge of working time directive.
  • Experience of creating and managing logistically complex schedules and plans.
  • Strong analytical skills.
  • Result orientated, ambitious and reliable.
  • Experience of dealing with conflict.
  • Ability to perform under pressure.
  • Able to adapt to change at short notice.

Job Types: Full-time, Contract

Salary: £25,000.00 /year

Cordant Group is an equal opportunities employer

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