Head of WFM

Recruiter
USMAART
Location
London
Salary
50000.00 GBP Annual + GBP50,000
Posted
03 Jul 2017
Closes
30 Jul 2017
Function
Consultant
Contract Type
Permanent
Hours
Full Time
USMAART Recruitment are searching for a Contact Centre Head of WFM to manage across several locations across a multi-channel 24/7 contact centre operations.

As contact centre Head of WFM here's a bit about what you'll be responsible for: -
  • Forecasting, sizing and capacity management
  • Overseeing shift planning and real -time management to reach optimal staffing levels
  • Managing a team of 18 direct and indirect reports
  • Working with the CCO to plan, budget and overheads
  • Driving efficiency through detailed analysis of real-time activates
  • Full accountably of cost control and team budgets
  • Build and collaborate with key departments

Qualities you must have: -

We are looking for a senior professional with global travel experience, an open mind and willingness to jump into a very dynamic and Business.
  • Call/Contact centre experience as a Head of WFM
  • Travel experience
  • Solid workforce management experience from a multi-channel global contact centre environment
  • Hands on people leader
  • Excellent communication skills
  • Advanced MS excel and WFM software (verint)
  • Dynamic and forward thinking individual who can bring new ideas

How to apply: -
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If this is of interest please respond with current package details, a summary of your specific match to the Candidate Profile above & an up to date CV which clearly demonstrates your match to our client's requirements.