Operations Hub SEO Project Lead - Workforce Management Systems Expert

Responsibilities

WFM Design and ImplementationLead the design and configuration of WFM scheduling, skills, and system settings to support operational efficiency and staff wellbeing. Research and implement underutilised WFM functions to enhance productivity and service delivery. Develop processes within WFM that mirror current best practices and align with broader organisational standards.Training and UpskillingDesign and deliver accessible training products for Agents, Supervisors, and OC staff using various media (e.g., Stream, PowerPoint, Word). Provide one-to-one support and ad hoc guidance to site Team Leaders on WFM queries. Promote WFM adoption through stakeholder engagement and tailored upskilling sessions.Data Analysis and ReportingAnalyse WFM outputs to design insightful reports that support operational decisions and project planning. Provide analytical support to inform project scope, pilot evaluations, and continuous improvement ..... full job details .....