Real-Time Workforce Manager (RWFM) – Hybrid, Edinburgh

Job Description

Edinburgh serves as the European call centre, managing customer interactions across the continent. The RWFM Specialist role focuses on forecasting, scheduling, real-time management and capacity planning to align agent availability with projected demand.

You will analyse data, generate reports on KPIs, and collaborate with Operations, Learning & Development, HR and other teams to ensure optimal staffing and service levels across the European network.