Are you an experienced Workforce Planning Manager who enjoys building structure, improving forecasting and giving operational leaders the insight they need to make confident decisions?
A fast-growing customer-focused business is looking for a Workforce Planning Manager to take ownership of its workforce planning function. This is a brilliant opportunity for someone who wants more than a maintenance role. You will have the chance to shape the function, improve tools and processes, and support a scaling contact centre operation.
Job Summary
As Workforce Planning Manager, you will own the end-to-end workforce planning cycle across a multi-channel customer operation. You will be responsible for forecasting, capacity planning, scheduling, real-time performance management and workforce reporting.
This is a key operational role where your work will directly support service levels, customer experience, productivity and cost efficiency. You will work closely with senior operations stakeholders and provide clear, data-led recommendations that help the business plan effectively as it continues to grow.
Your Role
You will lead workforce planning across long-term, medium-term, short-term and in-day horizons, using historical data, business trends and operational insight to forecast demand and align resource to workload. You will build capacity plans, support headcount modelling, optimise schedules and monitor real-time performance to ensure service levels are protected. You will also develop reporting around productivity, adherence, utilisation and service performance, translating complex data into practical recommendations for senior leaders. As the function develops, you will help improve workforce planning processes, review tooling and support the growth of a small planning team.
About You
You will be a genuine workforce planning specialist with experience owning the full planning cycle within a contact centre or customer operations environment. You will be confident working with forecasting models, capacity plans, schedules and real-time performance data, while also being able to explain your recommendations clearly to senior stakeholders. You will enjoy building and improving processes, challenging assumptions with data and creating a planning function that supports both operational performance and customer experience.
Some Bullet Points About You
- Proven experience as a Workforce Planning Manager, WFM Manager or Resource Planning Manager
- Strong contact centre or customer operations background
- Experience owning forecasting, capacity planning, scheduling and real-time management
- Confident working across voice, digital and back-office channels
- Strong analytical skills with the ability to identify trends and risks
- Comfortable presenting insight and recommendations to senior leaders
- Hands-on experience with WFM tools such as Verint, NICE IEX, Calabrio, Genesys, injixo or similar
- Able to improve workforce planning processes and reporting
- Experience with WFM tool implementation or migration would be beneficial
- Team leadership or experience building a planning function would be useful
- Commercially aware, proactive and comfortable working in a growing business
What’s on Offer
- Competitive salary and benefits package
- Hybrid working with genuine flexibility
- Opportunity to take ownership of the workforce planning function
- Chance to shape tools, reporting and planning processes
- Scope to build and develop a small analyst team as the operation grows
- High-impact role working closely with senior operations leaders
- Strong long-term progression potential as the function scales
How to Apply
Please submit your CV with a brief overview of your workforce planning experience, including your background in forecasting, capacity planning, scheduling, real-time management and WFM tools. This is an excellent opportunity for someone who wants to build, influence and lead a workforce planning function within a growing customer operations environment.