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 s...