About Pearson:

Pearson is a prominent global education and publishing company with a rich history dating back to its founding in 1844. Specializing in educational products and services, Pearson operates in over 70 countries, serving students, educators, and professionals worldwide. The company offers a wide array of educational resources, including textbooks, digital learning tools, online courses, and assessment services. Learn more at pearsonplc.com

About the position:

The Integrated Contact Centre (ICC) consists of around 150 members of staff across the UK, Manila and the Far East. Our front-line staff take queries from our customer base of Schools, Colleges, Businesses and Students through phone, email, and live chat, resolving their questions about the administration and delivery of Pearson Qualifications.

Reporting into the Cloud Support Manager, and working alongside our MI Specialist, the Workforce Optimisation Specialist role will ensure that the business meets its key objectives and KPI’s through the optimisation of shift and break patterns, and accurate and adaptive contact forecasting. By understanding the key drivers of customer demand through analysis and insight, the role will provide Real Time management with appropriate recommendations, contingencies, and impact assessments.

Key Responsibilities:

• Optimise customer experience through utilisation of available technology, across all contact channels with the use of our contact platforms, Workforce Management, Quality Management and CRM.

• Drive channel performance across the business to agreed SLAs to optimise customer experience - Voice, Webchat, and Social Media.

• Be a key contact for Incident management teams to identify and quickly resolve incidents impacting our ability to deliver customer service.

• Collaborate with cross-functional teams, to optimise customer service delivery and provide feedback to drive improved planning.

• Analyse data, provide accurate insight and flag any risks or opportunities to key stakeholders. To support recovery actions or resourcing decisions.

• Develop and maintain real-time and historical dashboards and reports to provide stakeholders with up-to-date information on key metrics and performance indicators. These reports should be visually appealing, user-friendly, and accessible.

About You:

• Proficient in Workforce Planning systems and Management Information reporting for identifying growth areas and enhancing performance.

• Skilled in Channel Management to assess and adapt resources for current and future demand, maintaining service levels.

• Review and revise demand drivers, investigate resource movements, and conduct Tactical Plan reassessments.

• Effective communication with stakeholders for managing skill changes, incident responses, workflow, and customer messaging.

• Expertise in Contact Centre platforms, Workforce Management, and Quality Management.

• Familiarity with AWS and Salesforce, and proficiency in MS products (Excel, Teams, Outlook).

• Strong Stakeholder Management, relationship skills, and decision-making abilities.

• Capable of presenting data effectively.

Your rewards & benefits:

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too. We offer:

• A competitive salary

• Hybrid working model

• 25 days annual leave, which increases by 1 day each year up to 30 days (with the option to buy and sell up to 5 days per year on top of this)

• A fantastic pension plan, where Pearson doubles what you contribute.

• Other benefits, including private dental care, private medical insurance, digital GP service, season ticket loan, eye tests, cycle to work scheme, volunteering days, employee wellbeing assistance, discounted retail and leisure products, services from leading companies and much more. See our options here: Pearson Jobs - Benefits

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 13689