Affinity Water are looking for an experienced Workforce Management Manager to lead workforce planning, forecasting, resource optimisation, and contact centre technology across our Customer Experience function.

This is a key leadership role where you'll ensure we have the right people, processes, and technology in place to deliver exceptional customer service while driving efficiency and performance across a multi-channel operation.

What You'll Be Doing

As Workforce Management Manager, you'll lead the end-to-end workforce management function supporting approximately 250 frontline advisors and operational teams. You'll be responsible for forecasting customer demand, developing resourcing strategies, optimising schedules and real time performance, and owning our real time contact and telephony platform.

Key responsibilities include:

• Leading workforce forecasting and planning across short, medium, and long-term horizons.

• Developing resource strategies aligned to business objectives, budgets, and customer demand.

• Managing scheduling, capacity planning, and real-time operational performance.

• Overseeing customer contact flows across voice, digital, self-service, and back-office channels.

• Owning and leading the optimisation of workforce management systems, telephony platforms, IVR, contact centre technology, and digital channels.

• Producing insightful reporting and analytics to support data-driven decision making.

• Driving continuous improvement, automation, and operational efficiency initiatives.

• Managing and developing a high-performing team across workforce planning, real-time analytics, and contact centre technologies.

• Building strong relationships with operational leaders, HR, Finance, Technology teams, and external suppliers.

What We're Looking For

We're seeking a commercially aware and analytical leader who can translate complex data into practical operational solutions.

You'll bring:

• Proven experience in workforce management, resource planning, forecasting, or operational planning within a contact centre or customer operations environment.

• Owning or leading on telephony platforms

• Strong experience managing workforce management systems such as Verint, NICE, Calabrio, or similar platforms.

• Expertise in forecasting, capacity planning, scheduling, and workforce optimisation.

• Excellent analytical skills with the ability to interpret large and complex data sets.

• Strong stakeholder management and influencing skills.

• Experience leading and developing specialist planning, analytics, or operational support teams.

• A proactive and solution-focused approach with a passion for continuous improvement.

• Excellent communication and presentation skills.
  

We'd be happy to provide the full job description if you'd like more information before applying. Please contact Kerry Porter at kerry.porter@affinitywater.co.uk, and she'll be happy to send it to you.

Application closes - Friday 31st July

Benefits:

• Salary from £55,000 dependant on skills and experience

• Stand By Rotation: 1 in 7

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.

• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a Range of Retail Outlets through our Tap4Perks scheme

• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.