Head of WFM/BI

Date: 04-Jan-2019

Location: Slough, SLG, GB, SL1 3TN

Year: 2019

Company: Arvato CRM Limited 

Requisition ID: 28075


JOB TITLE: Workforce Planning and Business Intelligence Manager






Provide workforce planning and business intelligence to the managers of Contact Centres.  The role is aimed at ensuring that benefit from technology is achieved and client contractual obligations are fulfilled.  This role is responsible for providing up-to-date, accurate and meaningful analysis of the data available as well as providing team managers with clear expectations for their teams.  The role is also expected to help the Contact Centres meet their agreed contractual standards and maximise on its investments. 



The job holder will be responsible for:


  • Leading WFM and BI team to ensure resources are effectively deployed across all business areas through the delivery of the planning cycle for telephony, back office and retail activities within a multi-skilled & multi-site operation
  • Proactively and consistently collaborate with operational leadership team in order to provide support that meets performance objectives and identify opportunities for improving resource utilisation and service levels
  • Ensure WFM is structured to support the achievement of operational goals and performance objectives
  • Production of daily, weekly and monthly scheduling forecasting and review processes across the WFM function
  • Provide input to creation of Customer Service operating budgets in order to achieve best in class service levels and costs
  • Establishes clear, stretching but achievable goals and objectives for teams, in order to ensure internal and external customers receive outstanding service at all times
  • Develops and implements empowerment strategies.  Creates a risk taking environment to increase commercialism, input and innovation
  • Oversees contact routing across a dynamic multi-site environment to ensure efficient and effective workload balancing for best service delivery results
  • Establishes and maintains relationships and knowledge across the customer service industry in order to utilise best practice thinking
  • Deploy a regular and timely communication plan with teams to ensure they are fully informed of business strategy and results and clearly understand the role they play in achieving company and functional objectives, and progress against plans
  • Develop and support the operational deployment of resource efficiencies ensuring customer service teams maximise contact with high value customers, reduce unnecessary calls and increase first contact
  • Leading and developing a team of analysts to perform at industry standard through coaching and development and utilisation of external networking opportunities, deliver effective people plans, through appropriate development and succession planning and adherence to HR people policies
  • Anticipating business needs and requirements through monitoring and analysis of trends and data, in order to provide mitigation options to the Operation
  • All other requests for activity required by senior management
  • Take responsibility for the on-time delivery of BI content to end users and customers through relevant delivery channels.
  • Work with the BI team lead to ensure high quality and availability of data in our Daily and Intraday data repositories.
  • Prepare and deliver the BI strategy and roadmap that supports the overall business strategy, transformation programmes and beyond.
  • Work with business stakeholders to understand information needs and manage the work required to deliver them
  • Develop data management principles, governance and reporting that reflect a full and thorough understanding of the overall business direction.










  • Plan, build and deliver the data strategy, aligning closely with the business architecture team to future proof technology
  • Make sure all systems and data are compliant with internal and external regulations
  • Manage work distribution across the team looking at effective forecasting and incident management
  • Work with the architecture team to build capability in systems
  • Lead the design of information provision, always keeping data at the heart of what you're doing
  • Provide insight on trends regarding issues and incidents
  • Attend leadership meetings representing technology




  • Production of accurate daily, weekly and monthly plans for use across the Contact Centres
  • Provision of accurate and quality data to meet the client reporting schedule for the relevant contact centre
  • Active participant of the Senior Manager meetings across the contact centres
  • Reduction in training hours lost due to better forecast and planning for agents




There are Sixteen positions within the combined WFP and BI operational structure.  


The WFP & BI Manager will report to the Head of Client Relations. 


Qualifications/ Skills / KNOWLEDGE AND Experience:











·         Minimum 5 years’ experience of Workforce Management in a leadership role

·         Experience as an able leader, who can inspire and mentor an enthusiastic and highly competent team

·         Well versed in working with multiple internal stakeholders and leading prioritisation processes for you and the team

·         In-depth knowledge of MS Excel, MS Access and Visual Basic

·         Experience defining BI technical strategy

·         Experience with BI Technical Roadmaps

·         Good communication skills

·         Strong stakeholder management skills

·         Ability to think analytically with strong attention to detail.

  • Excellent planning and organisational skills
  • Confident at working with leaders of all levels in the organisation
  • Ability to work under pressure with a sense of urgency to work in a deadline driven environment
  • A good understanding of WFM system such as Aspect, NICE IEX or Teleopti








·         Ability to provide technical leadership, ensuring best practice and standards are maintained through the lifecycles of the products used

·         Hold a good technical ability / background with skills across SQL, visualisation tools such as Power BI/Tableau/QlikView and other analytical tools

·         Expert knowledge of Business intelligence products

·         Data management experience including traditional ETL knowledge, data quality, data governance etc

·         Confident, self-motivated excellent problem solving capability, with the ability to use own initiative, think tactically and creatively in decision making

  • Good understanding of contact centre technology, operating practices and latest industry developments









·         Proven operational leader with a strong track record in delivering results

·         Ability to proactively give feedback and act on feedback given – instils a coaching culture

·         Proven ability to encourage and develop teamwork across groups within a matrix organisation

·         Ability to work under pressure with a sense of urgency to work in a deadline driven environment

·         Leads from the front in exhibiting a customer centric approach to business in all dealings with customers, peers, staff and suppliers.

·         A great trouble shooter, excellent problem solving capability, with the ability to use own initiative, think tactically and creatively in decision making



·         Excellent communication, influencing and negotiating skills, both written and verbal

·         Confident, self-motivated and enthusiastic personality with a passion for service excellence

Important Information


As the organisation continues to develop and change so too will your role, duties and responsibilities. In order to meet the changing needs of the organisation you may be required to undertake other duties and responsibilities commensurate with your salary. While this is not likely to be the norm, change will remain a feature of future working which you have accepted by taking up this appointment. Such changes will be as required by the business and will be reasonable. They will also be discussed with you before they take place, with the aim of reaching mutual agreement. In the unlikely event of agreement not being possible then the change may still take place by providing you with 4 weeks written notice of the change.



Arvato is a trusted business outsourcing partner to the private and public sectors.

We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

We design, deliver and differentiate customer service on behalf of some of the world’s most respected brands. Arvato CRM Solutions has approximately 45,000 people at more than 100 customer service centres in 27 countries speaking 35 languages. It is a part of Arvato, the world’s third largest business process outsourcing (BPO) provider that provides customer services, supply chain solutions, financial services, and IT solutions, and has total revenues of €3.8 billion (FY2016). Arvato is a division of Bertelsmann.

We are driven by technology, differentiated by experience, and powered by people. We are an equal opportunities employer, embracing diversity in the workplace.

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