Workforce Planning Manager

📋 Description

• Own forecasting and capacity planning across markets.
• Provide scenario modelling to balance service levels and cost.
• Build multi-country schedules with coverage and skills.
• Partner with in-house teams and BPOs to improve schedule accuracy.
• Embed workforce plans in hiring, onboarding and training.
• Help implement and govern our WFM platform for scale.

🎯 Requirements

• 3–5+ years of WFM leadership for 200–400 FTE.
• Experience managing multi-site WFM (BPO/in-house).
• Strong forecasting, capacity planning, scheduling, and real-time mgmt.
• Experience scaling WFM processes in fast-growth environments.
• Familiar with Verint, NICE, injixo, Playvox, Tymeshift.
• Cross-functional collaboration with CS Ops, Finance and Product.

🎁 Benefits

• 25 days holiday + UK Bank Holidays
• Private health, dental and eye care
• Pension scheme
• Enhanced parental leave
• Home office allowance
• Headspace access, discounted gym memberships, and L&D budget