RWFM Specialist

About Us

Since 2014, ’s Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world. With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages.

Our mission is simple: to make every journey the best it can be, at the best possible price.

Our Edinburgh office serves as the European call centre for , managing customer interactions across the continent. The RWFM team oversees nearly 300 agents located across EMEA. As a Real‑time Workforce Management (RWFM) Specialist, your role will be crucial in scheduling and optimizing agent availability to align with projected business demands. You will analyse data and metrics to develop effective workforce planning strategies, ensuring seamless operation of our call centre services.

Salary
: £29,500 per annum – negotiable depending on experience
Location
: 1 Lochrin Square, Edinburgh (On‑site)

• Forecasting
  :
  Analysing historical data and trends to predict future workload (Inbound Contacts, Outbound Tasks, Customer Complaints) and required headcount to manage this.
• Scheduling
  :
  Creating and managing staff schedules to ensure that there are enough agents to handle the predicted workload, with Shrinkage taken into consideration as well.
• Real‑time Management
  :
  Monitoring real‑time contact centre performance and adjusting resources as needed. This can involve reallocating resources, adjusting schedules, or managing unexpected spikes in contact volume.
• Capacity Planning
  :
  Determining the optimal number of agents needed over a longer period to meet service level targets whilst minimising resource inefficiencies/cost.
• Reporting and Analysis
  :
  Generating reports on key performance indicators (KPIs) such as service levels, average handle time, and agent productivity. Analysing these reports to identify trends and areas for improvement for the Service Operations.
• Communication and Coordination
  :
  Collaborating with other teams and functions, such as Operations, Learning & Development, HR etc., to ensure alignment on scheduling needs.

• At least 1 year of workforce management or data analytics experience
• Fluent in written and verbal English
• Proficiency with Excel, with experience working with numbers and data
• Attention to detail and an analytical approach
• Good communication skills to build up effective collaboration (both here in EDI, and across our global sites)
• Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation
• Ability to work under pressure
• Proactive and self‑motivated
• Strong time management skills, and the ability to meet deadlines

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly bonuses & $450 USD refer‑a‑friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on‑site gym or discounted memberships at Nuffield Health & Pure Gym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

At , our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your  journey could take you anywhere, many of our senior leaders started with us in this very role!

Find out more job opportunities at  Have a good trip, and see you soon!