Job Opportunity – Workforce Operations Co-ordinator

To ensure the smooth running of our WFM Timegate system on a day-to-day basis, liaising with internal teams, clients and stakeholders.  Demonstrating leadership, collaboration and expertise in WFM, project management, business administration, systems and processes.

We require a WFM Operations Co-ordinator to implement and manage our CRM scheduling system for a large team of operatives across sites nationwide, from our Head Office in Great Barr, Birmingham.

The WFM Operations Co-ordinator will be responsible for the effective scheduling that gives our clients great customer service, while allowing the frontline team to enjoy a work/life balance that ensures they are happy and productive.

Duties and responsibilities:

  • Managing our Timegate work force management system to ensure the smooth running of our operatives
  • Building and maintaining relationships with all relevant clients and stakeholders across the business; both internal and external
  • Developing a motivated team of operatives that excels in operational resource and achieves the agreed service levels
  • Being able to influence and liaise with senior colleagues on operational and site performance
  • Provides recommendations to reduce and/or eliminate issues that impact overall service quality
  • Participates in product development and implementation support
  • Identifies potential system issues and recommends system enhancements
  • Ensures the highest quality customer service is delivered in an efficient manner
  • Empowers Contract Managers to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards
  • Maintains close contact with clients through frequent interaction with the client relations/project management areas
  • Handles all client and employee requests in a timely manner
  • Evaluates processes, client data and trends to identify process improvements.

The ideal candidate will have:

  • A solid understanding of WFM principles and end-to-end planning processes
  • A solid knowledge of Timegate (web based) and the Timegate App or experience and/or knowledge working with a similar customer or workforce management system
  • Natural collaborative skills and able to influence and present to operational stakeholders
  • Strong working knowledge of workforce management functions within a busy environment
  • Commercial focus with a natural eye on customer expectations and a commitment to exceed and delight our customer base
  • Excellent analytical and business analysis skills
  • Ability to adapt and work to tight deadlines
  • Excellent communication, negotiation and relationship building skills
  • Ability to work both independently and effectively with members of the team
  • Good organisational and problem-solving skills
  • Excellent working knowledge and effective use of Microsoft Office (Outlook, Word, Excel) amongst others
  • Strong attention to detail and accuracy

For more information please contact us here.

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