Senior Workforce & Planning Manager

📋 Description

• Own short, mid & long-term volume forecasts across markets and queues.
• Build capacity plans aligning staffing to demand and seasonality.
• Partner with Finance, CS Leadership & BPO to align headcount with targets.
• Lead scenario modelling and cost-impact analyses for decisions.
• Own operational reporting: SLA, FRT, AHT, adherence across brands.
• Establish a single source of truth across Intercom, Metabase and data sources.

🎯 Requirements

• Demonstrable WFM leadership for multi-site, multi-market ops (BPO/in-house).
• Track record maturing CS analytics and exec-level reporting.
• Hands-on WFM platform experience (Verint, NICE, injixo, Playvox, Tymeshift).
• Strong CS data tooling: Intercom, Metabase, Hex or comparable.
• Advanced Excel/Sheets BI tooling and AI-augmented workflows.
• Experience with BPO partners; planning and performance interfaces.

🎁 Benefits

• 25 days holiday plus UK Bank Holidays
• Private health, dental and eye care
• Pension scheme
• Enhanced parental leave
• Cycle-to-work scheme
• Electric Car Scheme