Workforce Planning & Optimisation Manager
Location: London with multi-site travel in UK (Hybrid working available)
Salary: Up to £65,000 per annum
About the Role
Our client is seeking an experienced Workforce Planning & Optimisation Manager to lead and develop the workforce planning function across multiple service and customer contact operations.
This permanent role is key to ensuring that resources are effectively aligned with service demand, performance objectives, and business priorities.
The successful candidate will lead the implementation of new workforce planning tools and processes, supporting the organisation’s operational transformation and data-driven approach to workforce management.
You’ll work closely with operational and data teams to enhance planning accuracy, efficiency, and service delivery across several business areas.
Key Responsibilities
* Lead the implementation and continuous improvement of workforce planning tools and processes.
* Oversee forecasting, scheduling, and capacity planning across multiple operational teams.
* Develop and maintain demand and capacity models to inform resource strategies.
* Analyse performance and demand trends to optimise service levels and efficiency.
* Collaborate with operational leaders to align workforce plans with organisational goals.
* Monitor real-time performance and make proactive adjustments to mitigate risk.
* Partner with data and digital teams to assess the impact of new channels or service models on workforce capacity.
* Support vendor and third-party resource management to ensure targets are achieved.
* Lead and develop a small workforce planning team, fostering continuous improvement and data-led decision-making.
* Present workforce KPIs, forecasts, and recommendations to senior stakeholders.
About You
* 7–10 years’ experience in workforce or capacity planning, ideally within a contact centre or service-led environment.
* Proven experience implementing or optimising workforce management systems or planning tools.
* Strong analytical and forecasting skills with proficiency in Excel and reporting tools such as Power BI, SAP, or similar.
* Excellent communication and stakeholder engagement skills.
* Experience leading teams and embedding planning best practices.
* Familiarity with Lean, Six Sigma, or similar process improvement methodologies.
* Strong understanding of workforce planning principles and governance within regulated or high-performance environments.
Desirable
* Experience supporting digital transformation or multi-channel service operations.
* Understanding of end-to-end service delivery models and resource optimisation.
* Ability to translate complex data insights into clear, actionable workforce strategies.
Why Apply
This is an excellent opportunity to join a forward-thinking, service-focused organisation where data-driven decision-making underpins operational excellence.
You’ll play a pivotal role in shaping a modern workforce planning function and driving measurable improvements across multiple service areas.
If you’re passionate about resource optimisation, people leadership, and performance improvement, we’d love to hear from you.