Workforce Management Manager

Fred. Olsen Cruise Lines is a family run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.

We are looking for a proactive and strategic Workforce Management Manager to join our customer focused contact centre teams within the exciting cruise industry. This is your chance to shape workforce strategy, optimise resources, and drive operational excellence in a fast paced, vibrant environment. If you thrive on data driven decision making and love creating seamless customer experiences, we want to hear from you!

As the Workforce Management Manager you will play a pivotal role in ensuring the efficient and effective operation of our contact centre, supporting our cruise line guests with exceptional service. You will lead the WFM function, oversee forecasting, scheduling, real time management and performance analytics to optimise staffing levels and service delivery.

We are eager to hear from candidates with proven experience in workforce management within a contact centre environment. Success in this role requires strong leadership and communication skills, as well as the ability to perform effectively under pressure and adapt quickly to changing priorities.

This is a Full Time position working 35 hours per week (Monday Friday 9:00am 5:00pm) based at our Head Office (Fred Olsen House, 42 White House Road, Ipswich, Suffolk, IP1 5LL) offering a hybrid work pattern of 3 days in the office and 2 days at home.

Fred. Olsen Cruise Lines offer a wide range of benefits including AXA Health private medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme.

Our Values We are caring - "We trust and care for each other, our guests and our environment"

Always deliver a warm and friendly welcome, always make time to listen, look out for each other's safety, security and well being, strive to help protect the environment for future generations.

We are positive - "We live and share a positive attitude"

Motivate each other with positive energy, always see the opportunities in new ideas, believe it's better to learn than never try, always look for ways to add value and make a difference.

We are real - "We are always ourselves and respect others"

Bring our real selves to work and perform, respect and embrace all our different personalities and cultures, have the courage to admit when we are wrong and have the strength to act on it, have a voice and encourage open, honest communication.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.