Workforce Planner
On site
Walsall, United Kingdom
Full Time
17-03-2025
Job Specifications
Job Title: Workforce Planner
Salary: Competitive
Location: Walsall, West Midlands UK
Hours: 37.5 hours per week
Join Echo Managed Services and be part of a dynamic forward-thinking team as a Workforce Planner! As a key player in our contact centre, you'll lead a team of Real Time Analysts, implementing effective planning cycles and utilising advanced resource planning methodologies. Your expertise will ensure we meet customer demand, deliver exceptional service, and continuously improve our operations. If you're passionate about workforce planning and making an impact, we want you on our team. Experience a rewarding career where your skills in workforce planning are highly valued, and your contributions make a significant difference every day.
The Role:
As a Workforce Planner, you'll play a pivotal role in our contact centre, forecasting effectively to meet customer demand and optimise service. You'll implement an effective annual planning cycle, analyse performance, and make strategic recommendations to drive improvements. By identifying opportunities for enhancement, pinpointing FTE benefits, and analysing contact trends, you'll shape a superior customer experience (CMEX). Your insights and support in execution and delivery will be instrumental in elevating our operations.
You will:
Implement an effective planning cycle within the operation and present recommendations based on this
Lead and manage a team of Real Time Analysts who analyse, monitor, and react to real-time staffing levels and call volumes to ensure delivery of agreed service levels daily
Provide detailed analysis of real-time variance to plan and liaise directly with stakeholders to offer regular updates and recommendations
Conduct one-to-ones, appraisals, and mentoring of individuals within the team
Manage performance effectively, ensuring the team meets its objectives
Interpret real-time data and communicate findings to multiple stakeholders
Work in a fast-moving environment, delivering quality results to tight deadlines
Engage with stakeholders at all levels, managing relationships effectively
Understand Resource Planning methodologies and systems, particularly Service Delivery, and leverage these to improve operating efficiencies
Perform root cause analysis and explain business performance
Make independent, balanced decisions and adapt quickly in reactive situations
Work effectively both independently and as part of a team
What You’ll Need:
As a Workforce Planner with Echo Managed Services you will be passionate about forecasting and improving the customer experience. Resilient in the face of challenges, confidently presenting their ideas and championing a customer-first approach throughout the operation. You will be engaging, able to present ideas in various ways to quickly gain buy-in, and a confident communicator who delivers results with pace.
Key skills:
Sound knowledge of the planning cycle
Experience in forecasting on a weekly/monthly/annual basis
Good understanding of contact centre/call centre operation
Works well under pressure
Excellent presentation and communication skills
Desirable experience in QMAX and 8X8 (not essential)
Results driven and evidence of improving KPI’s
Ability to work effectively within a team
Experience in Microsoft Skills in PowerPoint, Word, Excel are essential
What You’ll Get in Return:
A competitive salary
Pension scheme with employer contributions
25 days holiday + bank holidays
A supportive and collaborative work environment where your ideas and contributions are highly valued
Mentorship and guidance from experienced professionals
24/7 GP service
Access to my premier benefits – store discounts
Employee Well-being programme
Onsite Gym
Who We Are:
Echo Managed Services is part of South Staffordshire PLC who provides customer led solutions for its clients. We recognise that it is through the expertise, knowledge and understanding of our people that enable us to deliver an enriched customer experience. We value our people to ensure they get all the support, training and motivation they need to be successful. We have a first class training programme and a clearly defined career pathway – if you are willing to work hard, we are ready to help you progress.
About the Company
Echo Managed Services is a specialist water sector outsourced provider of customer service operations including customer contact handling, billing, meter reading, and debt collection. Echo is also the developer of the UK market leading water customer care and billing system, RapidXtra, and Aptumo, new global cloud based water billing software solution native to Salesforce. Echo combines best practice technology and processes with highly skilled and knowledgeable people to provide utility companies end-to-end customer conta... Know more
Related Jobs
- Company Name
- Liberty Global
- Job Title
- Senior Full-Stack Developer
- Job Description
- We are looking for a Senior Full Stack Developer to join our team based in London. This hybrid role, with expectations to work in the office at least three days a week. We are expanding and enhancing our Lending Digital Platform, InsurTech payments, and Speciality Finance payments for our operational companies across six European countries: the United Kingdom, Belgium, the Netherlands, Ireland, Switzerland, and Slovakia. We are currently hiring for a talented and experienced Senior Full Stack Developer to join our dynamic team. The ideal candidate will be good-natured, personable, and professional, with a strong proficiency in both server-side technologies and front-end development. If you have a passion for creating innovative solutions and possess excellent problem-solving skills, we would love to hear from you. What will you be doing? Lead the development, maintenance, and integration of user-facing elements developed by front-end developers with server-side logic. Oversee all front-end and back-end software development and management. Manage technical data and data storage solutions. Demonstrate fluency in server-side technologies (Node.js, Java, .NET, Python, Ruby, React). Design, implement, and manage databases (MySQL, MongoDB, Snowflake). Containerize applications for easy deployment and scalability. Deploy and manage applications on Google Cloud infrastructure. Collaborate with cross-functional teams to define, design, and ship new features. Take responsibility for bug reporting, investigation, and patching. Optimize applications for maximum speed and scalability. Implement security best practices and ensure data protection. Stay up-to-date with emerging technologies and industry trends. Participate in code reviews and provide constructive feedback to peers. Experience in Test Driven Development (TDD) and Continuous Delivery is a bonus. Manage and report on all technical project tickets, including the creation of acceptance criteria, PO review testing, staging, and production status management. Undertake and take responsibility for comprehensive documentation of the technological stack. We Tend To Look For People With Extensive experience as a Senior Full-stack Developer or in a similar role. Strong proficiency in PHP Laravel, Node.js, TypeScript, React, MySQL, MongoDB, Python, and Ruby. Proven experience with SaaS and Marketplace products on cloud platforms. Expertise in Docker for containerization and deployment, Django framework, and the design and development of REST APIs. Familiarity with Google Cloud services. Solid understanding of web development fundamentals, including HTML, React, CSS, and JavaScript. Excellent communication skills, with a strong emphasis on transparency and honesty, a tenacious problem-solver with keen attention to detail. Ability to work independently and collaboratively as part of a team. Strong communication and interpersonal skills. What’s in it for you? Competitive salary + bonus 25 days annual leave with the option to purchase 5 more Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance Matched pension contribution up to 10% Access to our car benefit scheme Access to our online learning platform to continue to develop and grow your career with us The chance to join an innovative, fast-paced and passionate team Who We Are Liberty Blume, a Liberty Global company, is a rapidly growing business services provider, specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency, scale and value to our customers through Business, Procurement and Financial Solutions. If you’re curious, customer centric and enjoy being one step ahead, join us on our scale up journey and unlock your freedom to grow! Liberty Global is an equal opportunity employer, committed to an inclusive environment and accommodating all candidates. We’re eager to hear from you, no matter your background.
- Company Name
- Aalyria
- Job Title
- Backend Software Engineer - Spacetime UK
- Job Description
- About Aalyria Aalyria is a leading technology company that supplies laser communications technology and temporospatial software-defined networking software platforms to the aerospace industry. With technology acquired from Google, Aalyria is at the forefront of innovation in the field of satellite and airborne mesh networks, as well as cislunar and deep space communications. We are revolutionizing the orchestration and management of planetary mesh networks using any radio or optical spectrum, any orbit and any hardware across land, sea, air and space. Role Overview As a Backend Software Engineer for Spacetime, you will be part of the UK R&D team to support the development of new and innovative features. You will work with other software engineers to evolve the Spacetime platform and build features that solve impactful problems for our customers and partners that will change how communication networks are operated around the world. As more and more data gets transmitted through satellite communications, Spacetime is critical to ensuring data efficiently and effectively arrives at its intended destination. The ideal candidate should have experience building distributed systems with cloud technologies and solutions to networking, storage, queueing and other systems challenges. Key Responsibilities Develop and maintain the Spacetime platform and APIs using C++, Golang, Java, gRPC, and Protocol Buffers Build a scalable and distributed system on Kubernetes Participate in the entire application lifecycle, focusing on coding and debugging Manage cutting-edge technologies to improve legacy applications Collaborate with Front-end developers to integrate user-facing elements with server side logic Gather and address technical and design requirements Follow emerging technologies Create and deliver technical content, including documentation, tutorials and sample code, to assist developers and customers in understanding and utilizing Spacetime Assist the onboarding process for new customers, providing guidance and support to ensure successful integration of their existing and future systems Optimizing the performance of applications for full-scale production deployments Qualifications Bachelor’s degree in computer programming, computer science, or a related field Strong technical communication skills, and ability to communicate across multiple functions. High-curiosity for both business and technology strategies, processes, and objectives (pushing past surface-level understanding to gain a granular command of different ecosystems) Experience working with customers/end-users answering questions and coming up with creative solutions A strong desire to pitch and sell our amazing technology! Preferred Qualifications Experience designing and implementing scalable and distributed microservice and/or event-driven software architectures Experience writing scalable software, bolstered with unit and integration testing, leveraging language-specific strengths (e.g. concurrency control), integrating it with various CNCF technologies, and containerising it Experience with software-defined networking platforms Familiarity with wireless communications standards and networking protocols (e.g. 3GPP, SD-WAN, SR-MPLS, SRv6, etc.) Experience creating technical content such as documentation, tutorials, or blog posts Experience with cloud platforms and services such as Google Cloud Platform or AWS What We Offer Benefits: We offer a comprehensive benefits package, including a Pension Plan, private health insurance covering medical, dental, and vision for you and your dependents, and the opportunity to earn equity in the company. Innovative Environment: Be part of a forward-thinking startup that is shaping the future of satellite communications. Impactful Work: Work on cutting-edge technology that has a global impact and drives real-world change. Growth Opportunities: Take advantage of career growth opportunities and professional development in a fast-paced, high-energy environment. Culture: Join a collaborative and inclusive team where your contributions are valued. Flexibility: Collaborate, work, and get things done with flexible working hours and remote work options. If you are a passionate and driven Software Engineer with a strong focus on Developer Relations and customer onboarding, ready to engage with developers, promote Spacetime, and ensure a successful developer and customer experience, Aalyria is the perfect place for you. Apply today and join our team of innovative professionals. Work Requirements Aalyria is unable to sponsor UK work visas at this time. Work Location: Remote working within the UK. Equal Opportunity Employer Statement Aalyria is committed to fostering a diverse, inclusive, and equitable workplace. We welcome applicants from all backgrounds and do not discriminate based on age, disability, gender identity, marital status, pregnancy, race, religion, sex, sexual orientation, or any other characteristic protected under UK law. We encourage individuals from underrepresented groups to apply and strive to create an environment where everyone can thrive.
- Company Name
- RemoteWorker UK
- Job Title
- Senior Software Engineer - Remote/Midlands
- Job Description
- Senior Software Engineer (069lw) – Information Security – Hybrid (Remote/Midlands) -£Salary Subject to experience Our client is a well-established Security & Defence SME, deploying secure information exchange solutions in Defence & Government. They are seeking a Senior Software Engineer To undertake and complete research, product and/or bespoke development projects of varied scope and complexity. DUE TO THE NATURE OF THIS RECRUITMENT CONSULTANCY, WE ARE ONLY ABLE TO REPRESENT INDIVIDUALS WHO ARE EX MILITARY. Job Responsibilities Provide team leadership within the Department. Take ownership and be accountable for technical delivery. Develop and code software. Create documentation and training material conforming to relevant Company standards and procedures. Undertake functional testing and validation of developed code, documentation, and training materials. Lead investigations into product use scenarios, reproducing issues and resolving these, liaising directly with the customer as required. Contribute to project planning, identifying, and advising on technical tasks to be undertaken and the resources required for the project. Understand customer requirements and translate to technical requirements, visiting customer site if required. Produce designs and specifications to meet customer requirements. Support other parts of Nexor (sales, marketing etc) by providing technical information or assisting in obtaining research and/or development contracts. Identify and participate in research activities to assist in advancing department ways of working. Knowledge and experience of the methods and tools relating to IAC and CI/CD are desirable but not essential. Provide third line post-sales support. Provide support to other areas and key tasks within the business as required. Actively contributes to business improvement. May be required to travel to customer site. Skills & Experience Required 5+ years’ experience as a Software Engineer Degree or comparable in software engineering or related discipline Python, Linux, Bash, It would be desirable to have skills in Terraform, Ansible, K8s, Helm, Docker Coaching / Mentoring mindset Keen on ownership and delivery driven approach Its desirable to be eligible and willing to achieve SC clearance if needed If you are interested in applying, please send a copy of your CV with a cover note outlining why this would be the ideal opportunity for you, to Liz Walsh at Ex-Mil Recruitment Ltd
- Company Name
- European Tech Recruit
- Job Title
- Database Researcher - C++ / Distributed Systems
- Job Description
- Database Researcher - C++ / Distributed Systems We are currently partnered with a world-leading research center in the UK conducting cutting-edge research in data management and processing systems. The team is looking to expand its headcount with Database Systems Researchers. This position provides a strong opportunity to collaborate with top academic institutions and researchers on projects spanning database technologies, cloud computing, AI, and more. This is a permanent opportunity based onsite in Edinburgh, Scotland Key Responsibilities for this Database Researcher position: Conduct Research: Explore and analyze current and future data management and processing systems. System Design: Design, implement, and deploy innovative solutions for next-generation database systems. Framework Development: Advance and develop new data management frameworks for both cloud environments and devices. Key Requirements: Deep understanding of database management, query processing, storage engines, and related fields. Experience with empirical research and system design. Skilled in system-level programming languages (e.g., C/C++, Rust, Java, Go). Knowledgeable in areas such as parallel algorithms, distributed computing, graph theory, and hardware-software co-design. Excellent English communication skills and a drive to achieve outstanding results. Experience with database systems, operating systems, or similar low-level systems. Publication in top conferences or journals is a plus but not required. Keywords: Database Research / Database Researcher / R&D / System Design / C / C++ / Rust / Java / Go / Distributed Computing / Parallel Algorithms / Graph Theory / Hardware-Software Co-design / Low-level Systems If you are interested in this Database Researcher position, please send a CV to ts@eu-recruit.com By applying to this role you understand that we may collect your personal data and store and process it on our systems. For more information please see our Privacy Notice https://eu-recruit.com/wp-content/uploads/2024/07/European-Tech-Recruit-Privacy-Notice-2024.pdf