WFM Manager (Contact Centre) - Hybrid In London

We are looking for an exceptionally talented WFM Manager professional to join a highly progressive, growing business.

The individual we seek will be used to working in a highly fast-paced European contact centre operation and will look after resource planning, call forecasting, and shift management.

Key Responsibilities:

1. Responsible for maintaining accurate call forecasting for all European markets and developing the resource plan by market and contact channel.
2. Monitoring and updating all KPIs and SLAs to ensure they reach the target across all channels: Phone, Email, Chat & Bot.
3. Delivering analysis of contact volume trends to ensure accurate call forecasting.
4. Have a good level of understanding for all our European markets and work together with the respective Market Leaders.
5. Develop and deploy the right process to optimize call forecasting and tracking.
6. Develop the right organization of WFM and assignment.
7. Manage the shift schedule process to maximize SLA and staff satisfaction.
8. Build real-time operation visualization to improve supervising operation efficiency.
9. Maintain performance reports to track EU Customer Service team performance.
10. Attend and lead call forecast update meetings as well as performance review meetings.

Technical Skills and Abilities:

1. At least 3 years' experience in managing workforce management.
2. 1-year experience in managing or supervising Customer Services Operations (10-Headcount) is helpful.
3. Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
4. Can prioritize own workload and deliver to tight deadlines while maintaining attention to detail.
5. Knowledge of progress monitoring and reporting.
6. Analytical approach to problem-solving.
7. Computer literate in Microsoft packages, Google apps, BI tools, and SQL with the ability to learn new skills.
8. High levels of numeracy, accuracy, and attention to detail, along with good grammatical and spelling skills.
9. Outstanding written English and oral communication skills, with the ability to lead responsibility.
10. Strong leadership qualities that can motivate and guide a team.
11. Excellent interpersonal skills, with a willingness to cooperate and work effectively as part of a team.
12. Able to solve problems with minimal supervision.
13. Willingness to be flexible as and when required.
14. Able to lead by example.
15. A passion for our brand and understanding of retail and general consumer buying behavior.