Workforce Management, Senior Specialist




The Job

    JOB TITLE: Workforce Management, Senior Specialist JOB LOCATION: Belfast TERMS: Permanent     THE JOB We are seeking a dynamic and detail-oriented Workforce Management Specialist to join our call centre team. The successful candidate will play a crucial role in optimizing our operational efficiency by forecasting contact volumes, building capacity plans, and ensuring effective scheduling of staff to meet customer demand. The ideal candidate will possess a strong analytical mindset, excellent communication skills, and the ability to make real-time decisions in a fast-paced environment.   WHAT WILL YOU BE DOING? Forecasting Contact Volume:
    • Analyse historical trends, market insights, and other relevant data to accurately forecast contact volumes.
    • Utilize forecasting models to project future demand for calls and chats.
Capacity Planning:
    • Develop comprehensive capacity plans based on forecasted contact volumes.
    • Make informed decisions on headcount requirements and staffing levels within the customer contact centre.
Staff Scheduling:
    • Create and manage staff schedules aligned with forecasted arrival of calls and chats.
    • Optimize schedules to ensure adequate coverage during peak hours while maintaining efficiency during low-demand periods.
    • Create a flexible working schedule for our people that promotes a healthy work life balance in line with our company culture expectations.
Real-Time Monitoring:
    • Monitor and analyse real-time data to ensure schedule adherence.
    • Make live adjustments to schedules as required, responding promptly to changes in contact volume.
Performance Reporting:
    • Generate and present detailed reports on past performance, including key metrics such as schedule adherence, service levels, and forecast accuracy.
    • Provide insights and recommendations to the director level for continuous improvement.
Challenges to Forecasts:
    • Anticipate and address challenges to forecast accuracy, engaging in ongoing analysis to refine forecasting models.
    • Clearly articulate the rationale behind workforce management decisions, effectively communicating with stakeholders and addressing any inquiries.
  • Proven experience in workforce management within a call centre environment. Minimum of 2 years.
  • Able to articulate at interview past experience & how that will relate to this role.
  • Proficient in workforce management tools and software.
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced and dynamic work environment.

Is Fibrus for me?

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best.

Our culture is focused on trust, collaboration, growth and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption. As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

How to apply

To apply to join the Fibrus family, please do so online and our Recruitment team will be in contact with you once we’ve had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus. #Fibrus

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