Veezu
Workforce Management Manager
Cardiff, United Kingdom
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About the role
Your role at Veezu:
The Workforce Management (WFM) Manager is responsible for overseeing end-to-end workforce planning within a fast paced contact centre environment, with direct oversight of an offshore partner responsible for producing demand forecasts and staffing models. This role ensures forecast accuracy, optimal staffing levels, service level achievement and cost efficiency. The WFM Manager acts as the primary liaison between internal JBC (contact centre) Management and the offshore WFM team to ensure alignment on assumptions, performance expectations and continuous improvement.
This role ensures that our JBCs are staffed to operate with excellence, consistency & efficiency, maximising booking performance, enhancing customer experience and driving success.
Who are Veezu?
Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!
What you’ll do:
The WFM Manager will provide leadership, guidance, and support to all Team Managers, acting as the central point of operational coordination and strategic alignment for JBC forecasting & scheduling nationwide.
Create a balance between cost efficiency & service performance.
Manage shift patterns, holiday cover and absence planning.
Work with Shift Managers to monitor live operational performance.
Make in-day adjustments to staffing.
Manage contingency planning for demand spikes and extreme weather.
OFFSHORE VENDOR MANAGEMENT
Manage the relationship with the offshore WFM provider responsible for forecasting and capacity planning.
Review and validate forecasts produced by the offshore team (short-term, long-term, and budget forecasts).
Ensure forecasting assumptions align with business drivers, marketing plans, seasonality, and growth projections.
Drive continuous improvement.
Align offshore staffing models with UK demand forecasts.
Escalate performance issues.
FORECASTING & CAPACITY PLANNING
Approve weekly, monthly, and annual forecasts for contact volume, AHT, shrinkage, and FTE requirements.
Challenge assumptions and drive continuous improvement in forecasting methodologies.
Communicate with local JBC Management teams to maintain accuracy.
Work with Head of / JBC Director on medium & long term budgets and headcount modelling.
Identify risks to over/under staffings.
SCHEDULING & SERVICE LEVEL MANAGEMENT
Ensure schedules generated meet service level targets.
Monitor intraday and real-time performance in partnership with Operations.
Oversee shrinkage, occupancy, and adherence performance.
Escalate risks related to under- or over-staffing.
PERFORMANCE REPORTING & ANALYTICS
Provide reporting on service levels, forecast accuracy (volume, call to booking ratio, CPH & AHT) and capacity utilisation.
Identify trends and recommend data-driven improvements.
Conduct root cause analysis on service level misses.
ACQUISITION GROWTH
Assist the M&A and Integration teams with the successful integration of newly acquired businesses.
Implement agreed strategies and associated plans and ensure projects are delivered on schedule and meet agreed timescales, objectives, business needs and budget.
COMPLIANCE
Maintain the highest standards of Health & Safety.
Lead by example and act in compliance with GDPR, information governance, our policies and area specific requirements at all times, supporting with training and auditing when required.
Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.
What you’ll need:
You have a passion for planning & forecasting
You have a deep understanding of call centre service level performance expectations while maintaining cost discipline.
You are analytical, data driven and results-oriented.
You think strategically.
You lead by example and inspire others.
You are an excellent communicator.
Where you’ll be:
The role is flexible on location (being one of the main Veezu Hubs) with a requirement to attend meetings at other Veezu office locations across the country as needed.
Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
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