{"id":3014802,"url":"https://alion.io/job/veezu-workforce-management-manager","title":"Workforce Management Manager","company":{"id":8269,"name":"Veezu","domain":"veezu.co.uk","url":"https://alion.io/company/veezu","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":63,"computed_at":"2026-10-26T05:57:25Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cardiff, United Kingdom","Sheffield, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":86000,"period":"year","method":"role_country_seniority_unknown","sample_n":518},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"ISO 27001","optional":false}],"status":"live","first_seen_at":"2026-10-21T15:45:55Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-26T16:34:28Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Your role at Veezu:\nThe Workforce Management (WFM) Manager is responsible for overseeing end-to-end workforce planning within a fast paced contact centre environment, with direct oversight of an offshore partner responsible for producing demand forecasts and staffing models. This role ensures forecast accuracy, optimal staffing levels, service level achievement and cost efficiency. The WFM Manager acts as the primary liaison between internal JBC (contact centre) Management and the offshore WFM team to ensure alignment on assumptions, performance expectations and continuous improvement.\nThis role ensures that our JBCs are staffed to operate with excellence, consistency & efficiency, maximising booking performance, enhancing customer experience and driving success.\nWho are Veezu?\nVeezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!\nWhat you’ll do:\nThe WFM Manager will provide leadership, guidance, and support to all Team Managers, acting as the central point of operational coordination and strategic alignment for JBC forecasting & scheduling nationwide.\n\nCreate a balance between cost efficiency & service performance.\n\nManage shift patterns, holiday cover and absence planning.\n\nWork with Shift Managers to monitor live operational performance.\n\nMake in-day adjustments to staffing.\n\nManage contingency planning for demand spikes and extreme weather.\n\nOFFSHORE VENDOR MANAGEMENT\nManage the relationship with the offshore WFM provider responsible for forecasting and capacity planning.\n\nReview and validate forecasts produced by the offshore team (short-term, long-term, and budget forecasts).\n\nEnsure forecasting assumptions align with business drivers, marketing plans, seasonality, and growth projections.\n\nDrive continuous improvement.\n\nAlign offshore staffing models with UK demand forecasts.\n\nEscalate performance issues.\n\nFORECASTING & CAPACITY PLANNING\nApprove weekly, monthly, and annual forecasts for contact volume, AHT, shrinkage, and FTE requirements.\n\nChallenge assumptions and drive continuous improvement in forecasting methodologies.\n\nCommunicate with local JBC Management teams to maintain accuracy.\n\nWork with Head of / JBC Director on medium & long term budgets and headcount modelling.\n\nIdentify risks to over/under staffings.\n\nSCHEDULING & SERVICE LEVEL MANAGEMENT\nEnsure schedules generated meet service level targets.\n\nMonitor intraday and real-time performance in partnership with Operations.\n\nOversee shrinkage, occupancy, and adherence performance.\n\nEscalate risks related to under- or over-staffing.\n\nPERFORMANCE REPORTING & ANALYTICS\nProvide reporting on service levels, forecast accuracy (volume, call to booking ratio, CPH & AHT) and capacity utilisation.\n\nIdentify trends and recommend data-driven improvements.\n\nConduct root cause analysis on service level misses.\n\nACQUISITION GROWTH\nAssist the M&A and Integration teams with the successful integration of newly acquired businesses.\n\nImplement agreed strategies and associated plans and ensure projects are delivered on schedule and meet agreed timescales, objectives, business needs and budget.\n\nCOMPLIANCE\nMaintain the highest standards of Health & Safety.\n\nLead by example and act in compliance with GDPR, information governance, our policies and area specific requirements at all times, supporting with training and auditing when required.\n\nBe committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.\n\nWhat you’ll need:\nYou have a passion for planning & forecasting\n\nYou have a deep understanding of call centre service level performance expectations while maintaining cost discipline.\n\nYou are analytical, data driven and results-oriented.\n\nYou think strategically.\n\nYou lead by example and inspire others.\n\nYou are an excellent communicator.\n\nWhere you’ll be:\nThe role is flexible on location (being one of the main Veezu Hubs) with a requirement to attend meetings at other Veezu office locations across the country as needed.\n\nVeezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.","description_format":"text","description_chars":4318,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Shared Mobility","Ride Hailing"],"lifecycle":[{"event":"open","at":"2026-10-21T16:20:35Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-24T06:24:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":63,"reasons":["conf:3","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/veezu-workforce-management-manager","json_url":"https://alion.io/job/veezu-workforce-management-manager.json","meta":{"generated_at":"2026-10-26T21:39:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29195,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8269},"rest":"https://alion.io/mcp/rest/get_company?id=8269"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fveezu-workforce-management-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fveezu-workforce-management-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fveezu-workforce-management-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/veezu-workforce-management-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fveezu-workforce-management-manager"}]}