The Enterprise Performance Manager leads a dynamic team within the Customer Service Centre (CSC), focusing on short to medium-term operational planning. This includes workforce forecasting, scheduling, holiday management (CSC & Field), and real-time intraday management. The role is crucial for ensuring the CSC meets its service delivery objectives by optimizing resource allocation, maximizing efficiency, and responding to real-time business needs. The successful candidate will drive the performance strategy, enabling the CSC to deliver a superior customer experience while managing workforce costs and capacity effectively.

What We Offer:

• Competitive Salary

• Comprehensive Benefits Package: Including pension, life assurance, employee assistance program, referral scheme, discounts on high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.

• Incentive Scheme: Access to an affordable and hassle-free electric vehicle (EV) program for all UK employees.

• Training Opportunities: Extensive product and on-the-job/cross-training with outstanding resources.

• Collaborative Environment: Encouraging and supportive team atmosphere.

• Safety Commitment: Dedication to safety through our Zero Harm policy.

• Business Resource Groups: Access to various business resource groups.

• Values Training: Training on our company values.

What You Will Do:

• Lead Short to Medium-Term Forecasting & Planning:

  • Develop and manage short-term workforce forecasts for the CSC, ensuring staffing levels match expected demand.

  • Prepare data-driven reports for senior leadership to review forecast accuracy and propose improvements.

• Oversee Scheduling & Holiday Management:

  • Create and manage employee schedules, ensuring the right balance between operational needs and employee preferences.

  • Manage holiday and annual leave planning to ensure service coverage during peak and off-peak periods.

• Real-Time Intraday Management:

  • Monitor live operational performance, making real-time adjustments to schedules as needed to maintain service levels.

  • Provide live feedback to operations during high-demand or unexpected incidents to minimize disruption.

• Optimize Performance & Reporting:

  • Track and report key metrics such as forecast accuracy, schedule adherence, and real-time performance.

  • Identify and implement process improvements to enhance efficiency and service levels.

• Lead & Develop Your Team:

  • Lead a team responsible for forecasting, scheduling, and real-time management.

  • Foster a culture of collaboration and continuous improvement while guiding your team’s professional growth.

How You Will Do It:

• Data-Driven Approach: Use historical data, customer service trends, and business insights to develop accurate staffing forecasts and optimize resource planning.

• Proactive Planning: Manage and adjust team schedules, holiday allocations, and leave requests to ensure smooth operations while respecting employee needs.

• Real-Time Agility: Respond quickly to real-time changes in demand or staffing issues, working closely with the operations team to implement immediate adjustments.

• Collaboration: Work closely with HR, IT, and leadership to align workforce management strategies with broader company goals.

• Performance Optimization: Use workforce management tools and analytics software to monitor KPIs, diagnose issues, and improve processes to enhance operational efficiency.

What We Look For:

• Experience:

  • 5+ years in workforce management, operations planning, or a similar role, ideally within a contact centre or customer service environment.

  • Proven experience using workforce management tools like NICE, Aspect, or similar software.

• Leadership:

  • A strong leader who can guide and develop a high-performing team while fostering a positive, results-oriented environment.

  • Demonstrated experience in building cross-functional relationships and managing stakeholders.

• Analytical Skills:

  • Strong ability to analyze data, identify trends, and make data-driven decisions to optimize workforce planning and real-time performance.

• Adaptability & Problem-Solving:

  • Able to remain calm under pressure and adapt quickly to changing operational needs.

  • Strong decision-making skills, particularly when managing real-time intraday challenges.

• Communication:

  • Excellent written and verbal communication skills, with the ability to present complex data and recommendations to senior leadership.

• Technical Proficiency:

  • Solid understanding of Excel, workforce management systems, and tools.

This role is ideal for someone who thrives in a dynamic environment and is passionate about optimizing performance and leading a team to success. Does this sound like a role you’re interested in?

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