Job Description

Affinity Water are looking for an experienced Workforce Management Manager to lead workforce planning, forecasting, resource optimisation, and contact centre technology across our Customer Experience function.

This is a key leadership role where you'll ensure we have the right people, processes, and technology in place to deliver exceptional customer service while driving efficiency and performance across a multi-channel operation.

What You'll Be Doing

As Workforce Management Manager, you'll lead the end-to-end workforce management function supporting approximately 250 frontline advisors and operational teams. You'll be responsible for forecasting customer demand, developing resourcing strategies, optimising schedules and real time performance, and owning our real time contact and telephony platform.

Key responsibilities include:

  • Leading workforce forecasting and planning across short, medium, and long-term horizons.

  • Dev...

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