Workforce Planning Manager

The Workforce Planning Manager role focuses on short to medium-term planning, real-time operational management, and performance reporting to the wider leadership team. With the support of the wider Planning Team, the Workforce Planning Manager will support the management and delivery of day-to-day service performance of the contact centre, ensuring optimal resource utilisation and service delivery across two sites.

As a key member of the wider leadership team, the postholder will contribute to strategic operational discussions while ensuring frontline performance aligns with business objectives and service level agreements.

About The Role

Key Responsibilities

Short-Term Workforce Planning & Scheduling

Manage and optimise short-term forecasting and scheduling activities.

Ensure staffing levels are aligned to forecasted demand to maximise efficiency and service performance.

Maintain ownership of shift patterns and scheduling strategies to support operational needs.

Service Delivery

Oversee real-time management of contact centre performance across multiple sites.

Monitor service levels, queue performance, and agent productivity, taking immediate corrective actions where required.

Ensure delivery against key operational KPIs such as service level, abandonment rate, and response times.

Leadership & Stakeholder Engagement

Provide regular performance updates and insights to the leadership team.

Support continuous improvement initiatives within workforce planning and broader operations.

Reporting & Insights

Analyse trends and provide actionable insights to improve operational efficiency and customer experience.

Ensure accurate and timely reporting of workforce metrics and service performance indicators.

Planning Cycle & Continuous Improvement

Demonstrate strong understanding of the end-to-end workforce planning cycle (forecasting, scheduling, real-time management, and review).

Support the development of forecasting accuracy and workforce optimisation strategies.

Key Skills & Experience

Essential

Strong understanding of contact centre operations and service delivery.

Proven experience in workforce planning, scheduling, and real-time management.

Ability to analyse data and translate it into actionable insights.

Strong stakeholder management and communication skills.

Experience managing performance across multi-site operations.

Desirable

Previous experience in Workforce Planning (WFP) roles within a contact centre environment.

Experience using workforce management tools.

Experience with Calabrio WFM (or similar workforce planning systems).

Key Competencies

Analytical thinking and problem-solving

Decision-making under pressure

Strong organisational and planning skills

Influencing and stakeholder management

Attention to detail

Leadership and collaboration

Required Criteria

Strong understanding of contact centre operations and service delivery.

Experience managing performance across multi-site operations.

Strong stakeholder management and communication skills.

Desired Criteria

Previous experience in Workforce Planning (WFP) roles within a contact centre environment

Experience with Calabrio WFM (or similar workforce planning systems).

Skills Needed

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

Not disclosed