Job Description

Workforce Management Administrator

?Hours: 37.5

hours per week

Shift pattern: Monday-Friday between 08:00-18:00

Salary: 26,000 per annum

Location: Hybrid - Norwich

This role is a UK based role and any hybrid/remote work must also be within the UK.

Start Date : 01/09/2025

For this role, you need 5mpbs upload and 15mpbs download internet speed

Appello Perks

233 hours holiday rising to 248 hours with length of service - This includes bank holidays We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends' discounts on our services & products Pension Scheme, up to 3% Company matched Free on-site parking

About You

You're someone who thrives in a fast-paced environment and takes pride in being organised, detail-oriented, and proactive. You have a strong sense of responsibility and are confident using data to make informed decisions.



You enjoy problem-solving, are comfortable working independently, and can communicate clearly with a wide range of stakeholders. You're also someone who values teamwork, supports others, and is always looking for ways to improve processes and outcomes.

The Role

As a Workforce Management Administrator, you'll play a key role in ensuring our operations run smoothly and efficiently. You'll be responsible for creating and maintaining staff rotas, monitoring real-time adherence, and supporting workforce forecasting and planning. Using tools like NICE WFM, you'll ensure schedules are accurate and compliant with regulations, while also generating reports to identify trends and opportunities for improvement.


You'll work closely with team leaders, HR, and operations teams to coordinate staffing needs, communicate changes, and support onboarding and offboarding from a scheduling perspective. Your attention to detail and ability to think ahead will help minimise service disruptions and contribute to a high-performing, customer-focused environment.

Main Responsibilities and Activities

As a Workforce Management Administrator, your day-to-day responsibilities will include:

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Rota & Schedule Management

Creating, updating, and maintaining staff rotas and shift schedules Coordinating shift swaps, absences, and holiday approvals
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Real-Time Monitoring

Tracking live adherence to schedules Promptly escalating any deviations or coverage issues
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Workforce Forecasting & Planning

Assisting in forecasting staffing needs based on call volumes or service demand Supporting the creation of both long-term and short-term workforce plans
#

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System Management & Data Entry

Using workforce management tools (e.g. NICE) to ensure schedule accuracy Keeping staff details and availability up to date in relevant systems
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Reporting & Analysis

Generating and distributing workforce performance and adherence reports Identifying patterns, trends, and opportunities for efficiency improvements
#

Communication & Coordination

Liaising with team leaders, HR, and operations teams on staffing matters Clearly communicating schedule changes and updates to staff
#

Compliance & Record-Keeping

Ensuring schedules comply with legal requirements and working time regulations Maintaining accurate records for audits and HR purposes
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Support & Continuous Improvement

Assisting with onboarding and offboarding from a scheduling perspective Suggesting and implementing improvements to WFM processes and tools

READY TO APPLY

If you are interested in this role please upload your

CV

and answer a few questions about yourself.

OTHER INFORMATION

This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.


We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.


If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.