Workforce Manager

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Workforce Management Manager Are you passionate about optimizing operational performance through strategic workforce planning?

We're looking for a Workforce Management Manager to lead a dynamic team of Schedulers and Real-Time Administrators, ensuring contractual delivery and supporting business excellence.

About the Role : As our WFM Manager, you'll take ownership of the entire planning cycle, manage scheduling and real-time teams, and contribute directly to improving service delivery across the business.

Key Responsibilities : Lead, coach, and inspire a team of Schedulers and RTAs.

Forecast call volumes, calculate headcount needs, and ensure efficient scheduling.

Drive real-time performance management and adherence monitoring.

Analyse and enhance forecasting accuracy and workforce strategies.

Deliver high-quality reporting and support the implementation of standardised WFM practices.

Identify trends and propose cost-effective resourcing solutions.

Key Relationships : Collaborate closely with Operations to align staffing with business needs.

Engage with external clients on forecast reviews and service delivery metrics.

What You Bring : Minimum 2 years' experience in workforce management, including team leadership.

Proficiency in Excel (Intermediate level).

Strong analytical, planning, and communication skills.

A detail-oriented mindset with the ability to manage multiple priorities.

Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Telephone Call Centers Referrals increase your chances of interviewing at Merchants by 2x.

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