Job Title

What Youll Be Doing Strategy & Planning: Create, implement, and drive a strategic approach to workforce planning, proactively supporting future workforce needs, goals, and targets. Forecasting & Analysis: Lead the ongoing development of workforce planning strategies, providing advanced workforce analytics and reporting to improve performance and support business decisionmaking. Produce accurate short, mid, and longterm forecasts (workload, staffing, shrinkage, attrition, etc.). Stakeholder Partnership: Collaborate with key stakeholders, including Operations and Services, to understand strategic priorities, growth trajectories, and the resulting impact on recruitment and resource requirements. Team Leadership: Positively motivate and coach a team of direct reports (Planner, Scheduler, and Real Time Administrators) to deliver and exceed assigned Key Performance Indicators (KPIs). Operational Execution: Oversee the scheduling and realtime administration functions, including deploying and redeploying staff to meet budget and business requirements, and steering realtime direction to achieve daily/weekly/monthly KPIs. Compliance & Risk: Actively maintain awareness of all risk and compliance obligations, ensuring all policies and procedures are adhered to. What we are looking for Experience in a similar role in a contact centre environment Experience working directly with clients Proficient written and oral communication skills with the ability to build effective working relationships with managers, peers, and key stakeholders. Whats in it for you? Access an unlimited mental health and wellbeing platform, empowering you to stay balanced and thrive both personally and professionally. Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with wellknown brands. About Probe CX Probe CX is a global business of 17,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitallyenabled and datadriven company, but first & foremost we are peoplepurpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. How to Apply? Click on ''Apply Now''. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We''re happy to accommodate. #J-18808-Ljbffr