Workforce Management Assistant- Internal

The right people. The right place. The right time. As our Workforce Management Assistant, you'll help keep our operation running smoothly through smart planning, effective scheduling, and proactive support that enables outstanding service every day.

Shift pattern & Hours :4on4off Nights 23:15
-08:15 - 29.75 hrs pw avg

Salary: £24,344.16 (£20,544.16 plus night supplement £3,800pa)

Start Date: December 2026

Location:

Remote

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

The Workforce Management Assistant plays a vital role in driving operational efficiency through meticulous planning, precise scheduling, and proactive real-time monitoring of workforce activities. The role supports the delivery of exceptional service standards by aligning staffing levels with fluctuating operational needs, maintaining compliance with workforce regulations, and contributing to a high-performing work environment. With a keen eye for detail and a proactive approach to problem-solving, the Workforce Management Assistant is instrumental in optimising productivity, minimising service disruptions, and supporting the overall success of the organisation.

Main Responsibilities and Activities

• Rota and schedule management: create, update and maintain staff rotas and shift schedules; coordinate shift swaps, absences and holiday approvals.
• Real-time monitoring: track live adherence to schedules and elevate any deviations or coverage issues promptly.
• Workforce forecasting and planning: assist in forecasting staffing needs based on call volumes or service demand, and support the creation of long-term and short-term workforce plans.
• System management and data entry: use workforce management tools, such as NICE, for schedule accuracy and ensure staff details and availability are up to date in relevant systems
• Reporting and analysis: generate and distribute workforce performance and adherence reports, identifying patterns, trends and areas for efficiency improvements.
• Communication and coordination: liaise with team leaders, HR and operations teams on staffing matters, and communicate schedule changes and updates clearly to staff.
• Compliance and record-keeping: ensure schedules align with legal requirements and working time regulations, maintaining accurate records for audits and HR purposes.
• Support and continuous improvement: assist with onboarding and offboarding from a scheduling perspective, and suggest and implement improvements to WFM processes and tools.

You will have experience within a contact centre and understand the operations side. Ideally you will have experience using a workforce management system (WFM) and be able to pull reports utilising a range of sources including WFM systems and Microsoft Excel – however if you have not, the team will be able to support you with this.

You will be able to problem solve and think outside of the box . You will have analytical and numerical skills and strong planning and organisational skills.