About this role
Excellent communication and presentation skills Ability to work independently and in a team environment Experience with commercial WFM software packages is desirable Flexibility to work varying hours in a 24x7 environment A minimum of 4 years hands on experience utilising technology platforms (e.g. Avaya, CMS, IEX Total View) At least 3 years of Workforce Management Experience (e.g. manufacturing, contact centre related) At least 3 years' experience in data analytics, preferably in an operations environment Extensive experience in resource modelling and capacity planning Advanced financial/statistical modelling skills/experience strongly preferred Strong analytical and problem-solving skills Experience with WFM software and Erlang C calculators Ability to manage and optimize schedules Real-time monitoring and issue escalation Strong communication and collaboration skills This role requires a skilled professional with experience in WFM, scheduling, and real-time management. They should be able to analyze data, identify trends, and optimize schedules to ensure efficient contact center operations Job Knowledge: WFM Software and Scheduling Building schedules using WFM software Utilizing Erlang C calculators for scheduling and forecasting
Other facts
About Vodafone
At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us.
Through our technology we empower people, connecting everyone regardless of who they are or where they live, we protect the planet and help our customers do the same.
But we’re not just shaping the future of technology for our customers – we’re shaping the future for everyone who joins our team too. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable, more inclusive world.
If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities and support to help you belong and make a real impact.
#TogetherWeCan
What you'll do
- The role involves analyzing data, identifying trends, and optimizing schedules to ensure efficient contact center operations. The specialist will manage and optimize schedules while performing real-time monitoring and issue escalation.
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