Job Title: Workforce Management (WFM) Planner – Brighton
Job Type: Full time
Hours: 35 hours per week
Location: Victory House, Brighton
Salary: Starting from £35,200 per annum
Overview
The Planning department is an integral part of Operations across our global portfolio, supporting the function to maintain high quality KPIs and performance standards within budgetary limits. The WFM Planner will analyse resource requirements, design effective scheduling solutions aligned with operational goals, and work closely with stakeholders to ensure data‑driven but practical plans.
Responsibilities
* Analyse historical and forecasted data to create and publish short‑ and long‑term resource plans.
* Develop and deliver scheduling strategies that support operational performance and service level targets.
* Collaborate with stakeholders across departments to ensure plans meet business needs and reflect how teams work in practice.
* Monitor ongoing operational performance and variance, and adjust intra‑day schedules to optimise resource utilisation.
* Track and report key metrics such as call volumes, handle times, queue times, agent availability, and service level adherence.
* Chair regular meetings to review the effectiveness of current plans and departmental performance for continuous improvement.
* Identify and communicate the impact of external factors on workload volumes.
* Escalate system issues and coordinate responses across relevant platforms.
* Perform trend analysis to guide strategic decisions and continuous improvement.
* Provide clear, actionable insights and updates to operational teams.
* Act as the key point of contact for queries related to daily planning and scheduling.
* Compare forecasted vs. actual data daily to identify discrepancies and communicate actions and updates to affected business areas.
Qualifications
* Extensive familiarity with MSExcel and workforce management systems, preferably TotalView / NICE iX.
* Experience with telephony platforms, preferably Genesys.
* Experience with email and live‑chat platforms, e.g., eGain and LivePerson.
* Proven experience in resource planning, MI analysis, or workforce management within a customer service or operations environment.
* Strong stakeholder‑management skills, with the ability to influence and collaborate across teams.
* Analytical mindset with a proactive approach to problem‑solving and continuous improvement.
* Excellent communication skills and the ability to translate complex data into clear, actionable plans.
Benefits
* 25 days holiday, increasing with length of service, with an option to buy or sell.
* Bupa health insurance as a benefit in kind.
* Enhanced pension plan and life insurance.
* Onsite gyms or local discounts where an onsite gym is not available.
* Various other benefits and online discounts.
We are an equal opportunity employer and welcome applications from candidates of all backgrounds.
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