Overview
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.
Responsibilities
* Strategic Workforce Planning
o Develop and implement global workforce strategies across Assistance, OneHMG, and Government Assistance teams.
o Create forecasting models and scenario planning tools to support decision-making.
o Provide strategic insights to senior stakeholders to optimise resource utilisation.
* Operational Scheduling & Rota Management
o Design and manage rotas that meet service demand across global teams.
o Collaborate with operational leads to translate staffing needs into effective plans.
o Monitor and adapt rotas in response to changing business needs and disruptions.
* Data Analysis & Reporting
o Analyse workforce data to identify trends and opportunities for improvement.
o Develop dashboards and reports to track coverage and service level adherence.
o Use insights to drive continuous improvement initiatives.
* Systems & Tools Implementation
o Support the implementation of a workforce planning tool, from requirements gathering to rollout.
o Collaborate with HR and IT to ensure seamless integration and adoption.
* Stakeholder Engagement
o Act as the key contact for workforce planning within Customer Operations.
o Facilitate regular planning meetings and communicate plans clearly across teams.
Qualifications
* 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.
* Prior experience in a workforce management role.
* Proficient in using MS applications and experience using a workforce planning system.
Benefits
* UK employee healthcare benefits.
* Travel, medical, and security assistance in every corner of the globe.
* Career development opportunities and continuous learning.
* Supportive team culture and diverse talent environment.
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