The Position

Workforce Management & Analytics is to ensure the right people, with the right skills, are available at the right time through accurate forecasting, capacity planning, and real‑time workforce optimisation. This role drives operational excellence by transforming data into actionable insights, enabling proactive decision‑making, and ensuring consistent delivery of service levels, productivity, and customer experience targets. By combining planning, analytical capabilities, and continuous improvement, this person acts as the operational heartbeat that keeps the contact centre operations efficient, agile, and future‑ready.

The Responsibilities of the Role

Workforce Management & Capacity Planning

• Forecasts contact volume and workload using historical trends and business insights to ensure accurate short‑, mid‑, and long‑term planning.
• Develops staffing and capacity plans that align resources with forecasted demand to m...