Join to apply for the Workforce Planning Manager role at Moneypenny.
We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations for businesses of all sizes. Our team is 20+ years in the making, with a UK headquarters in Wrexham and a US office in Atlanta.
The role
At Moneypenny, our People Planning team is at the heart of delivering exceptional service to our teams and to our clients. As People Planning Manager, your role is to ensure our operation runs like clockwork - efficiently, effectively, and with a deep understanding of the people and processes that make it all happen.
You’ll be approachable, proactive and passionate about making things better, thriving on solving complex problems, inspiring your team, and working collaboratively across departments.
You’ll lead the strategic planning and optimisation of our workforce, ensuring we have the right people, in the right place, at the right time by ensuring optimal resource allocation, forecasting, and scheduling using Calabrio.
You’ll be confident in your decisions, meticulous in your planning, and always looking for ways to improve how we work.
Key Responsibilities
* Strategic Planning & Forecasting — Develop and execute short- and long-term workforce plans across multiple channels (telephone, live chat) to meet business demand.
* Forecasting & Scheduling — Own forecasting and scheduling, predicting call volumes and staffing needs using data-driven insights; collaborate with Finance, Operations, and Talent to ensure plans are realistic and achievable; identify opportunities to improve performance through smarter planning, automation, and process redesign; champion the use of technology and analytics to drive efficiency.
* Performance Monitoring — Maintain dashboards and reporting tools to track service levels, occupancy, shrinkage, and adherence; use insights to inform decisions and drive improvements; work with senior stakeholders to align workforce plans with business goals; lead and inspire the planning team to deliver excellence.
* Change Management — Support growth and transformation initiatives, including new client onboarding and business proposals; foster a culture of learning and innovation, reviewing processes and systems to ensure they are future-ready.
* Stakeholder Engagement — Act as primary contact for operational planning, aligning future resourcing with forecasts and strategic plans; present insights and recommendations to senior leadership.
* Reporting & Analysis — Deliver regular and ad-hoc reports on forecast accuracy, staffing, and KPIs; use Calabrio Analytics to identify trends, risks, and improvement opportunities.
The person
* Proven experience in workforce planning/operational planning within a fast-paced, customer-focused operational environment.
* Strong analytical and problem solving skills and experience with workforce management systems preferably Calabrio.
* Excellent understanding of forecasting, scheduling and real-time management.
* Ability to lead and develop teams.
* Comfortable working in a fast-paced dynamic environment.
* Strong leadership, communication and stakeholder management skills.
* Experience with optimisation tools and techniques.
* Commercial awareness and a customer-focused mindset.
* Ability to communicate complex data in a clear and actionable way.
* Experience with multi-channel and hybrid working models is desirable.
* Track record of using workforce management systems and planning tools to deliver scalable, tech-enabled resource strategies.
* Having qualifications in Continuous Improvement techniques would be advantageous.
What’s included
* 25 days annual leave plus bank holidays (pro rata)
* Mental health support with access to an on-site counsellor
* Access to a wellbeing room to help enhance your physical and mental wellbeing
* Access to a 24/7 doctor line
* Subsidised meals
* Free on-site gym access
* Epic parties and a celebratory culture
We want to hire the whole version of you
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best!
Seniority level
* Associate
Employment type
* Temporary
Job function
* Telephone Call Centers
Industries
* Telephone Call Centers
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