Workforce Planner - Banking Operations (3 Months)
Location: Hybrid, London
Competitive Day Rate (Inside IR35
The Workforce Planner is responsible for delivering accurate short- and medium-term staffing plans to ensure optimal service levels. The role focuses on forecasting demand, scheduling colleagues, and monitoring real-time performance to ensure customer service targets, regulatory standards, and cost controls are achieved.
Demand Forecasting & Capacity Planning
* Produce daily, weekly, and monthly demand forecasts
* Translate forecasts into staffing requirements using capacity models.
* Plan staffing across multiple channels
* Account for shrinkage factors such as annual leave, sickness, training, and meetings.
Scheduling & Rostering
* Build and maintain colleague rotas in line with forecast demand.
* Optimise shift patterns to balance service levels and colleague wellbeing.
* Ensure compliance with working time regulations and internal policies.
* Manage overtime, temporary staffing, and contractor utilisation.
Real-Time Performance Management
* Monitor intraday performance against KPIs (service level, abandonment rate, AHT).
* Make real-time adjustments to staffing (redeployment, overtime, shift swaps).
* Provide live updates to operational leaders during peak periods or incidents.
Performance Reporting & MI
* Produce daily and weekly performance reports.
* Analyse trends in call volumes, handling times, and productivity.
* Highlight risks to service delivery and recommend corrective actions.
* Support monthly operational reviews with data insights.
* Work closely with Team Leaders and Operations Managers to align resource plans.
Key Metrics (Operational Focus)
* Service Level %
* Forecast Accuracy
* Overtime Spend vs Budget
Skills & Experience
* Experience in workforce planning or resource scheduling within an operational banking environment.
* Strong Excel skills (pivot tables, lookups, basic modelling).
* Strong analytical and problem-solving ability.
* Ability to work in a fast-paced operational environment.
Competencies for Success
* Detail-oriented
* Quick decision-maker under pressure
* Strong communicator
* Data-driven
* Collaborative team player
* Customer-focused mindset