Leading workforce forecasting and planning across short, medium, and long-term horizons.
Developing resource strategies aligned to business objectives, budgets, and customer demand.
Managing scheduling, capacity planning, and real-time operational performance.
Overseeing customer contact flows across voice, digital, self-service, and back-office channels.
Owning and leading the optimisation of workforce management systems, telephony platforms, IVR, contact centre technology, and digital channels.
Producing insightful reporting and analytics to support data-driven decision making.
Driving continuous improvement, automation, and operational efficiency initiatives.
Managing and developing a high-performing team across workforce planning, real-time analytics, and contact centre technologies.
Building strong relationships with operational leaders, HR, Finance, Technology teams, and external suppliers.

Proven experience in workforce management, resource planning, forecasting, or operational planning within a contact centre or customer operations environment.
Owning or leading on telephony platforms
Strong experience managing workforce management systems such as Verint, NICE, Calabrio, or similar platforms.
Expertise in forecasting, capacity planning, scheduling, and workforce optimisation.
Excellent analytical skills with the ability to interpret large and complex data sets.
Strong stakeholder management and influencing skills.
Experience leading and developing specialist planning, analytics, or operational support teams.
A proactive and solution-focused approach with a passion for continuous improvement.
Excellent communication and presentation skills.

Salary from £55,000 dependant on skills and experience
Stand By Rotation: 1 in 7
Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
Entry into the company annual bonus scheme.
Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
Access to our Wellbeing Centre with support for looking after your physical and mental health.
Discounts at a Range of Retail Outlets through our Tap4Perks scheme
Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice
Up to 4 Affinity days a year to volunteer in the community.
Life Assurance.
Disability Confident As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form.

Workforce Management Manager

Key skills