Workforce Management Lead – AI Enabled Contact Centre Optimisation

WORKFORCE MANAGEMENT LEAD – AI ENABLED CONTACT CENTRE OPTIMISATION

My client, a Galway-based insurer, is seeking to appoint a Workforce Management Lead to take full operational ownership of workforce planning, AI-enabled optimisation, and cost-efficient service delivery across a regulated, multi-channel contact-centre environment. Reporting to the Operations Manager, this role will lead a team of four workforce management professionals supporting an onshore and offshore workforce of approximately 200 FTE across voice, digital, and back-office channels. The role carries formal authority to recommend, replace, or decommission workforce management and AI tools, with direct visibility of cost, benefit, and return on investment. The successful candidate will be accountable for translating AI capability into measurable SLA stability and cost reduction while operating within Central Bank of Ireland governance requirements. This is a permanent role based in Galway City on a hybrid basis, offering a competitive salary, bonus, and benefits package.

KEY RESPONSIBILITIES

·       The Workforce Management Lead will own end-to-end demand forecasting, capacity planning, and staffing models across all customer contact channels.

·       The role will involve leading, developing, and performance-managing a team of workforce analysts and schedulers, while designing scheduling frameworks that balance service levels, cost-to-serve, and agent experience.

·       The postholder will actively monitor real-time and intraday performance, taking decisive corrective action to protect SLAs and operational outcomes.

·       Clear, executive-level reporting will be delivered on forecast accuracy, occupancy, shrinkage, adherence, and productivity KPIs, with close partnership with the Operations Director and senior operational leaders to align workforce strategy with business objectives.

·       A core accountability of the role is the operational deployment of AI-enabled capabilities across workforce management and contact-centre optimisation.

·       This includes implementing AI-assisted forecasting, scenario modelling, and demand planning to improve accuracy and resilience, as well as deploying AI-driven real-time intraday optimisation such as staffing recommendations, workload rebalancing, and performance anomaly detection.

·       The role will also leverage AI to support demand shaping, routing logic, and capacity optimisation, ensuring that AI outputs translate into practical operational actions.

·       Acting as the business owner for AI use cases, the Workforce Management Lead will work closely with IT and external vendors to ensure solutions deliver tangible operational value, define success metrics, and track measurable impact on SLA performance, cost reduction, and customer outcomes. Where tools or approaches fail to deliver ROI, the role is expected to formally recommend replacement or decommissioning.

·       The Workforce Management Lead will also lead the workforce planning function through the transition from Verint to Calabrio, ensuring operational continuity, data integrity, and user adoption throughout the change. Working closely with IT, Data, Risk, and Compliance teams, the role will ensure that AI-enabled decision support is explainable, auditable, and regulator-ready in line with Central Bank of Ireland expectations. Appropriate controls, documentation, and governance will be established for AI-supported operational decisions.

·       From a commercial and continuous improvement perspective, the role will maintain clear visibility of workforce and AI-related costs, benefits, and efficiency gains, while building and evolving operational playbooks, standards, and best practices.

·       The Workforce Management Lead will drive continuous improvement initiatives across tools, processes, and ways of working and act as the internal subject matter expert for AI-enabled workforce optimisation and contact-centre performance.

REQUIREMENTS

·       The successful candidate will have a minimum of five years’ experience in workforce planning within a medium-to-large contact-centre environment, with a proven track record of leading WFM teams and influencing senior operational stakeholders.

·       Strong hands-on experience with workforce management platforms such as Verint and/or Calabrio is essential, alongside demonstrated experience operationalising AI-enabled forecasting, intraday optimisation, or decision-support tools in live environments.

·       Experience operating in regulated or highly governed industries is required.

·       Candidates must demonstrate strong commercial and data literacy, including advanced Excel skills and working knowledge of analytics or business intelligence tools.

·       Experience supporting multi-site, hybrid, or offshore delivery models is essential, along with a clear track record of driving adoption, cost reduction, and operational improvement.

For more information, please contact [email protected]

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