Workforce Planning Manager
Are you passionate about strategic workforce planning and operational excellence? We're looking for a Workforce Planning Manager to lead global workforce planning and rota scheduling across our operational teams in the UK, South Africa, APAC, and the Americas.
This is a pivotal role within our Customer Operations function, ensuring we have the right people in the right roles at the right time to deliver exceptional service and drive efficiency.
About the Role
As Workforce Planning Manager, you'll work closely with operational leads to design and implement workforce strategies that support long-term service delivery goals. You'll manage complex rota schedules across multiple time zones, analyse workforce data, and support the rollout of new planning tools-all while ensuring alignment with business continuity and growth objectives.
Our ideal candidate will have or be
* Proven experience in workforce management or a similar role.
* Strong analytical skills with the ability to turn data into actionable insights.
* Proficiency in Microsoft Office and workforce planning systems.
* Excellent communication and collaboration skills.
* A track record of delivering against KPIs, SLAs, and operational efficiency targets.
Qualifications
* No specific qualifications required-your experience and impact matter most.
Join us and help shape the future of global service delivery.
Apply today to be part of a team that values strategic thinking, operational excellence, and continuous improvement.
About the role
Key Responsibilities
Strategic Workforce Planning
* Develop and implement global workforce strategies across Assistance, OneHMG, and Government Assistance teams.
* Create forecasting models and scenario planning tools to support decision-making.
* Provide strategic insights to senior stakeholders to optimise resource utilisation.
Operational Scheduling & Rota Management
* Design and manage rotas that meet service demand across global teams.
* Collaborate with operational leads to translate staffing needs into effective plans.
* Monitor and adapt rotas in response to changing business needs and disruptions.
Data Analysis & Reporting
* Analyse workforce data to identify trends and opportunities for improvement.
* Develop dashboards and reports to track coverage and service level adherence.
* Use insights to drive continuous improvement initiatives.
Systems & Tools Implementation
* Support the implementation of a workforce planning tool, from requirements gathering to rollout.
* Collaborate with HR and IT to ensure seamless integration and adoption.
Stakeholder Engagement
* Act as the key contact for workforce planning within Customer Operations.
* Facilitate regular planning meetings and communicate plans clearly across teams.
About the company
All around the world, Healix safeguards people's health and wellbeing.
Required Criteria
* Prior experience in a workforce management role
* Proficient in using MS applications and experience using a workforce planning system
Desired Criteria
* Experience in implementation of a workforce planning tool, contributing to requirements gathering, testing, and rollout.
Skills you'll need