Head of WFM Insight and Analysis

Home Based | Other

Job title: Head of WFM (Workforce Management) Insight & Analytics
Division: UK&E
Location: Liverpool / Solihull

 

 

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. 


Here at Serco we are seeking a Head of Workforce Management Insight & Analytics to create and lead a highly consultative and proactive MI team in our OSC (operational Support Centre). The OSC  has been established to consolidate time intensive administrative tasks across a number of operational business processes. This is a significant strategic priority for Serco and will provide a single common approach for the efficient delivery of workforce planning, reporting and management to all operational contracts within the UK&E Division.

 


In this role, you will be responsible for creating new data driven approaches to unearth commercial insight through data analytics, information visualisation and defining the metrics that track business performance in relation to workforce management. 

 


You will work closely with the business to understand their WFH MI requirements; making recommendations to help deliver on operational and customer targets as well as providing value add insight and recommendations. 

 

 

What you'll need to do the job

 

 

-    Deep experience of WFM systems and insight, labour optimisation strategies and rostering solutions for large workforces (3500+)
-    Ideally will have line management or matrix management experience 
-    Extensive experience within the WFM market and ideally worked within a similar capacity for a large, complex organisation
-    An ability to derive commercial insight from MI & data and be able to articulate that effectively to stakeholders and BU MD's to help drive commercial decision making
-    Ideally have demonstrable experience in a Contact Centre WFM environment, creating operational models and solutions to drive insight and analytical reporting
-    A thorough understanding of reporting analytics and good understanding of PowerBI
-    Naturally analytical and numerically proficient 

 

 

What we offer

 

 

-    A competitive salary
-    Up to 20% bonus
-    Contributory Pension (6% matched)
-    Company car or car allowance 
-    25 days holiday
-    Life assurance x2 salary
-    Private medical 

 

 

 

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

Register & Apply Now Login & Apply
Reference
282761-en_GB
Contract Type
Expiry Date
22/02/2023 01:35:00
Shortlist Email me jobs like this  Back to listing