What You Will Do

• Lead demand forecasting, capacity planning and resource management across in-house and outsourced contact centre operations, producing accurate forecasts aligned to agreed service levels and commercial arrangements.
• Create, maintain and continuously improve workforce plans, including recruitment, training and long-term capacity plans, whilst analysing forecast performance and leading in-year reforecasting activity where required.
• Oversee workforce management and scheduling processes, ensuring resources are planned effectively, schedules are optimised and adherence, shrinkage and operational performance are continuously monitored.
• Lead real-time service delivery, monitoring intra-day performance, making resource adjustments as required, measuring productivity and service levels, and providing data-driven insight to support performance management.
• Manage operational activity planning and business continuity, ensuring all activity impacting Customer Services is effectively sequenced, communicated and executed whilst maintaining excellent service delivery for customers.

Who You Will Be

• A highly analytical leader who can challenge data, assumptions and calculations to drive accurate forecasting and effective decision making.
• A proactive and organised planner who can balance short-term operational demands with long-term workforce and capacity strategies.
• An influential stakeholder manager, capable of working collaboratively across Customer Services, wider business functions and third-party partners.
• A confident communicator who can translate complex operational data into clear insight, recommendations and service delivery communications.
• A continuous improvement champion who is passionate about enhancing workforce planning processes, operational efficiency and customer outcomes.

What You Will Bring

• Proven experience leading workforce planning, forecasting, scheduling or workforce management functions within a customer service or contact centre environment.
• Strong experience producing and validating forecasts, capacity plans and resource models, with the ability to analyse forecast versus actual performance and identify improvement opportunities.
• Expertise in workforce management principles, including forecasting, scheduling, resource planning, shrinkage management and service level performance.
• Experience managing real-time operational performance, analysing productivity metrics such as AHT and contacts per hour, and making informed adjustments to optimise service delivery.
• Excellent analytical, organisational and stakeholder management skills, with the ability to govern planning processes, manage operational activity plans and maintain robust business continuity arrangements.