Workforce Lead

Workforce Lead

My client, a Galway based Insurer, seeks to hire a new Workforce Lead to join their team. Reporting to the Operations Manager, leading a team of 4, supporting an onshore/offshore team of 200, you will be responsible for leading the workforce planning function to ensure optimal staffing levels, efficient scheduling, and accurate forecasting to meet service level agreements (SLAs) and business objectives. This role plays a critical part in balancing operational efficiency with employee satisfaction. An important part of this role will be increasing the teams’ capabilities and skillset along with optimising new platform functionality.

Responsibilities

·       Develop and maintain short-term and long-term forecasts for call volumes, staffing requirements, and workload distribution.

·       Lead and develop a team of workforce analysts and schedulers.

·       Develop the capabilities of the workforce planning function.

·       Collaborate with business stakeholders to incorporate marketing campaigns, product launches, and seasonality into planning models.

·       Create and manage agent schedules to ensure adequate coverage across all shifts and channels (voice, email, messaging).

·       Analyse historical data and trends to improve forecast accuracy.

·       Monitor real-time adherence and adjust staffing plans as needed to maintain SLAs.

·       Produce regular reports on forecast accuracy, schedule adherence, occupancy, and other key performance indicators (KPIs).

·       Work closely with operations, HR, and training teams to align workforce strategies with business goals.

·       Drive continuous improvement initiatives in workforce management processes and tools.

·       Develop and evolve Operational Playbooks.

·       Provide actionable insights and recommendations to improve efficiency and service delivery.

Requirements

·       5+ years of experience in workforce planning within a contact centre environment.

·       Strong knowledge of WFM tools (e.g., Verint, NICE, Cisco, Calabrio.

·       Proficiency in Excel and data analysis tools.

·       Excellent communication, leadership, and stakeholder management skills.

·       Experience with multi-site or remote workforce planning.

·       Familiarity with AI-driven forecasting tools.

·       Experience with planning across multiple customer channels including voice, messaging and back office.

·       Experience with implementing new WFM platform an advantage.

·       You are customer centric with a passion for improving both Customer and Agent journeys.

For more information, please contact peter.casey@cpl.ie

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