Workforce & Service Optimisation Manager

The Workforce & Service Optimisation Manager leads Orbit's Customer Care workforce planning, real-time management, service delivery analysis and business support functions. Ensuring that our Customer Care department always has the right people, in the right place, at the right time. Providing real-time support, analysis and insight that will inform the delivery of service excellence.

This is a predominantly office-based role, designed to support a busy operational team through close collaboration and visible day-to-day presence. While the team operates from 8am to 8pm Monday to Friday and 8am to 1pm on Saturdays, the role will mainly be worked during core office hours, with occasional flexibility required to meet operational need

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

What you'll achieve

This role blends expert forecasting, data analysis, and resource planning with people leadership, driving a seamless, efficient, and customer-focused operation. By combining technical expertise with strong leadership, the role ensures colleagues are supported and customers consistently receive excellent service.

• Provide leadership to your teams who support a large omni-channel contact centre
• Transform complex data into actionable insights that influence service design and customer engagement.
• Align workforce planning and operational delivery with Orbit's wider business goals.
• Own forecasting, scheduling, and workforce planning across multiple channels to ensure optimal coverage and performance.
• Ensure resource models are flexible and responsive to changing customer demands, campaigns, and seasonal pressures.
• Work with operational leaders to ensure resourcing models, management information and analysis supports service excellence across all channels.

Do you have experience in Presentation skills?, * Significant experience working in a comparable role within a large, omnichannel contact centre setting supporting 50+FTE

• Ability and willingness to work on-site to support operational teams (initially 5 days a week during induction)
• Demonstrable experience in:

• Workforce Management (WFM) systems, ideally Calabrio.
• Expert Excel and analytical tools, with the ability to interpret and manipulate complex data sets.
• Leadership and performance management of specialised functions
• Driving data-led continuous improvement, using insight to inform decision-making and optimise performance.
• Strong influencing and stakeholder-management skills, with confidence presenting to a range of audiences.
• Translating complex data and information into clear, meaningful insights that add operational and strategic value.

• A strong customer focus, with a clear understanding of how workforce and service decisions impact customer outcomes.
• Proven ability to prioritise effectively, balancing short-term tactical demands with longer-term strategic objectives.
• Excellent communication skills, with the ability to articulate information clearly and concisely, both verbally and in writing.

Desirable Criteria

• Experience using Power BI, including the ability to create, manipulate and interpret reports and dashboards.
• Experience of, or a strong interest in, the use of AI and automation within a contact centre or workforce management environment to improve efficiency and insight.

We're building thriving communities as one of the UK's largest housing groups and a leading developer of affordable housing. We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes. If you want to experience work that's truly rewarding, join us. Because when we achieve together, customers and communities thrive. Work for Orbit. Believe in people., We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles. A place to progress From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you're a student, graduate or experienced professional we'll support you to grow. For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning. A purpose to feel proud of We're proud to make a difference to people together. We're values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people. What brings us together is a passionate belief in progress and people. Read more about the values and purpose that drive us on our careers website. How we hire We aim to make our hiring process simple and fair: * Online application * Interview(s) * Decision and offer We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.   You must create an Indeed account before continuing to the company website to apply