Job Description

Main purpose of role:

This role is centred on using our Contact Centre technologies to create best in class human centred experiences for our customers and support teams. Implementation of operational requirements to optimise our contact centre technologies. Providing business and operational stakeholders with accurate and insightful data, making meaningful recommendations to enable the teams to drive continuous improvement, operational effectiveness, and iteration of service experience across our Group support teams. Act as part of a cross functional team co-creating & collaborating to deliver intended service design experiences.

Key skills:

Skill

Detail

Technical skills related to WFO

• Technology and Tools: Utilise workforce management software, data analytics tools, and other relevant technologies to enable the Operational team to effect workforce planning and optimisation.

Analysis

• Forecasting and Scheduling: Analyse historical data, trends, and business requirements to accurately forecast workload volumes and recommend scheduling of resources accordingly.
• Produce the right level of insight and Performance Analysis to allow our Operational teams to monitor and evaluate workforce performance metrics, such as service levels, occupancy, adherence, and schedule adherence. Identify areas for improvement and recommend actionable solutions.
• Reporting and Analytics: Generate regular reports and analytics on workforce performance, trends, and forecasts. Present findings to stakeholders and provide insights for decision-making.

Continuous Improvement

• Process Improvement: Identify opportunities to streamline and optimize workforce management processes. Work with our Operational teams to support the implementation of best practices and enable continuous improvement initiatives.

Communication & Collaboration

• Key resource for our Customer Support teams: working closely with operations to enable them to develop and implement strategies, policies, and procedures for optimizing workforce effectiveness and productivity.
• Collaboration: Collaborate with cross-functional teams, across multiple geographies including operations, human resources, and IT, to ensure alignment and integration of workforce management initiatives.
• Training and Development: Provide training and guidance to managers and staff on workforce optimization concepts, tools, and processes.

Experience and skills:

• Workforce Management Experience: Prior experience in workforce management or workforce optimization roles is essential. Familiarity with workforce management software and tools is also essential.
• Analytical Skills: Strong analytical and quantitative skills are necessary to analyse data, develop forecasts, and make data-driven recommendations for optimization.
• Educational Background: A bachelor\'s degree in a relevant field such as industrial engineering, operations research, or business administration is desirable or alternatively equivalent industry experience. Advanced degrees or certifications in workforce management or related fields are a plus.
• Communication Skills: Excellent verbal and written communication skills are essential for effectively collaborating with stakeholders, presenting findings, and providing training.
• Problem-solving Abilities: The ability to identify problems, analyse root causes, and propose effective solutions is crucial for success in this role.
• Attention to Detail: Being detail-oriented is important to ensure accurate data analysis, forecasting, and scheduling.
• Adaptability: The ability to adapt to changing priorities, work under pressure, and meet tight deadlines is necessary in a dynamic and fast-paced environment.
• Technical Proficiency: Proficiency in using workforce management software, data analysis tools (e.g., Excel, SQL), and other relevant technologies is advantageous.

Gamma is a leading supplier of Unified Communications as a Service (UCaaS) in the UK, German, Spanish, Polish, and Dutch business markets. We are AIM listed and employs 1650 people. With a range of UCaaS, Mobile, and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.

Gamma\xe2\x80\x99s largest market is in the UK where our network-based services are supplied to SME, Public Sector, and Enterprise markets through a network of 1000 channel partners and its own direct sales and support capabilities. In addition, Gamma owns Exactive, a Unified Communications specialist and Microsoft Teams Voice Partner. Mission Labs is part of our team, a well-established UCaaS technology business that has built a reputation for creating technologically advanced solutions and delivering great service to its customers and partners. This enables Gamma to enhance and expand its cloud contact centre (CCaaS) technology as well as accelerating its digital channel strategy.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Gamma Telecom