- Develop and maintain accurate resource forecasts for all contact channels, including voice (inbound and outbound), email, chat, and support team workflow to meet service level agreements (SLAs) and key performance indicators (KPIs)
- Work closely with FP&A to align forecasting with financial objectives and constraints
- Prepare monthly customer support spend and forecasting packs, calling out risks and opportunities as well as tracking of cost efficiency saving initiatives
- Engage and negotiate with the outsourced partner to agree on headcount requirements and ensure service levels are delivered effectively
- Implement and maintain best practice WFM processes and governance within an outsourced operating environment
- Oversee the WFM platform(s) in use, such as Verint, Aspect, etc., ensuring they are leveraged effectively for optimal forecasting, scheduling and intraday management
- Ensure accurate and compliant invoicing from the operating partner in line with the Statement of Work (SOW)
- Propose, execute and track cost-saving initiatives related to workforce management and customer support operations
- Manage the annual planning process for workforce requirements, including budgeting and staffing strategies
- Collaborate with internal stakeholders to size customer support costs for RFPs and new business opportunities
- Keep abreast of industry trends and developments in WFM processes and technologies to continuously improve our operations
- Support the development of data reporting, dashboards and insights to enable full oversight of our Customer Operations teams
- Proven experience in resource planning and forecasting for a multi-channel contact centre environment, including front and back office teams
- Knowledge of best practice WFM processes and the ability to implement these within an outsourced operating environment
- Strong commercial acumen
- Strong analytical and problem-solving skills
- Excellent negotiation and relationship management skills
- Ability to lead and execute cost-saving initiatives
- Experience with annual planning processes and budget management
- Proactive and uses own initiative
- Detail-oriented and highly organised, with the ability to prioritise and manage multiple tasks simultaneously
- Ability to build effective working relationships and deal with stakeholders at all levels
- Excellent written and verbal communication skills
- SQL and Excel skills
- A minimum of 5 years of experience in a WFM or resource planning role within a contact centre environment
- Experience working with outsourced partners and managing third-party relationships
- Familiarity with leading WFM platforms such as Verint, Aspect, or similar
- Salesforce experience (desirable)
- Insurance sector (desirable)
A bachelor's degree in business administration, finance, operations management, or a related field is preferred
