Company Overview
Argyle Satellite is Wirral's premier taxi service provider, dedicated to making journey bookings simple and efficient. We value reliability, customer satisfaction, and innovative solutions to meet transportation needs.
Summary
To oversee both real-time operational performance and medium-to-long-term workforce planning, ensuring the business has the right resources in place to meet current and future demand. The role is responsible for optimising staffing availability across all channels while developing forecasting models, capacity plans, and recruitment requirements to protect service levels, customer experience, and operational efficiency.
Responsibilities
· Maintain and update schedules in the Workforce Management (WFM) systems throughout the day to ensure an accurate, live view of staffing and availability.
· Monitor real-time oversight of all queues and staffing, ensuring schedules, adherence and procedures are followed.
· Perform real-time and regular quality checks to ensure accuracy and consistency.
· Manage and maintain queues, skills and real-time schedule adherence; identify and address non-adherence and incorrect code usage, following up with staff and escalating as required.
· Spot emerging issues early and lead the initial response, escalating or resolving quickly to protect SLAs and customer impact.
· Provide impact analysis for outages, staffing shortages and other unplanned events.
· Provide reporting on shrinkage and adherence as part of BAU activities.
· Provide guidance and support for staff when it comes to process and management of scheduling related activities.
· Supports with wider Call Centre shift coverage, stepping into other duties when required to maintain day-to-day delivery.
· Build and maintain forecasting models across intraday, daily, and weekly timeframes to ensure an accurate understanding of demand patterns and profile changes.
· Develop and continuously refine capacity and resource plans, ensuring alignment between forecast demand, service level targets, and available staffing.
· Ensure data integrity within forecasting processes by identifying and removing anomalies, correcting historical data discrepancies, and maintaining consistent data inputs.
· Translate forecast outputs into clear and actionable recruitment requirements, including headcount planning, shift profiling, and attrition assumptions.
· Analyse trends, seasonality, and performance variances, providing insight into gaps between planned and actual outcomes, and recommending corrective actions.
· Work closely with Real Time and operational teams to incorporate on-the-day trends and learnings into future forecasts and scheduling improvements.
Essential:
· Minimum 3–5 years’ experience in a contact centre environment, with exposure to real-time operations and/or resource planning activities.
· Strong understanding of contact centre operations, demand drivers and planning principles.
· Proficient in Microsoft 365 products including Excel, Outlook, Word and Power BI.
· Experience with call routing platforms (e.g. Voice+, Phantom, NICE or similar) and IVR solutions.
Confident analysing real-time and historical data, identifying trends, risks and opportunities, and translating insight into clear actions.
Pay: £28,000.00-£30,000.00 per year
Work Location: In person
