Salary: £35,000 p/a, with a discretionary annual 5% bonus
Location: Hybrid – Datchet (2 days a week of your choice at our office), parking available onsite
Contract: Full time, permanent
Future Shapers. Experience Makers.
The Role
We are looking for an experienced Workforce Planning Manager to provide strategic oversight, governance and assurance across workforce planning activity within Service Delivery. As a senior individual contributor, you will lead schedule reviews, challenge assumptions, and ensure workforce plans are credible, data-led and fully aligned to service performance, contractual commitments and commercial objectives. Working collaboratively with Service Delivery, Finance, Commercial teams and clients, you will turn complex workforce information into clear, meaningful insight, identify risks and opportunities, and contribute to continuous improvement across forecasting, capacity planning, schedule efficiency and workforce strategy. If this sounds like a role where you could make a real impact, we’d love to hear from you.
*This is a permanent, full-time hybrid role, with flexible attendance at our Datchet office two days per week, allowing you to choose the days that suit you.
Benefits Include
* Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.
* Flexible Enhanced Family Leave Pay - We offer eligible employees the option to spread their enhanced maternity, adoption, or shared parental leave pay evenly across their leave period. This means you can avoid months without pay at the end of your leave, giving you greater financial stability and peace of mind while you focus on your family.
* Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
* Pension Scheme – 4% employee contribution matched by the company.
* Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
* 24/7 Health and Wellbeing Support – access to virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
* Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
* Vodaphone Discount - Receive up to 15% off pay monthly plans for you and up to five friends or family members. Offers include access to the latest handsets and are available to new Vodafone customers or existing customers at the end of their contract.
Key Responsibilities
Workforce Planning Oversight & Governance
* Provide strategic oversight and assurance of workforce plans, schedules and capacity models, ensuring they are credible, consistent and aligned to service delivery, contractual and financial requirements.
* Lead schedule review activity, assessing demand alignment, efficiency, compliance and operational practicality, with clear outcomes, risks and recommendations.
* Set and maintain workforce planning standards, principles and governance to support consistency, transparency and quality across services.
Strategic Workforce Planning & Continuous Improvement
* Monitor performance against workforce plans, identifying trends, risks and opportunities across forecast accuracy, utilisation, shrinkage, and delivery resilience.
* Support medium- and long-term workforce planning initiatives, including scenario modelling, resourcing strategies, seasonal planning, and schedule optimisation.
* Contribute to continuous improvement by reviewing workforce models, assumptions, tools, and ways of working.
Stakeholder & Client Engagement
* Work closely with Service Delivery, Real Time, Finance, Commercial teams and clients, acting as a trusted workforce planning advisor.
* Translate complex workforce data into clear, meaningful insight to support confident decision-making at senior and executive levels.
Commercial & Change Support
* Provide strategic input into new business activity, service changes and scope growth, ensuring workforce assumptions are sustainable and commercially sound.
* Support workforce-related resourcing and recruitment recommendations informed by forecast demand, affordability, and delivery risk.
Skills and Experience
This role will suit you if you:
* Have strong experience in workforce planning within a contact centre or similarly complex operational environment, with confidence reviewing and assuring workforce plans rather than building them day to day.
* Are comfortable working with data and workforce models, and enjoy turning insight into clear, practical recommendations for a range of stakeholders.
* Prefer collaborative working, influencing outcomes through constructive challenge, credibility and clear communication.
* Bring a balanced understanding of service delivery, commercial considerations and continuous improvement within workforce planning.
* Demonstrable experience in workforce planning, capacity planning or WFM oversight within a complex operational setting.
* Experience reviewing forecasts, capacity models and schedules, and assessing their impact on service performance and cost.
* Strong analytical and communication skills, with the ability to explain workforce insights clearly to non-technical audiences.
* Experience working with workforce planning systems (e.g. NICE, Genesys or equivalent).
* Highly developed stakeholder management skills, with experience engaging clients and senior leaders in complex, risk-based workforce planning discussions.
* Strong commercial awareness, with a clear understanding of how workforce decisions impact cost, profitability and contractual performance.
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.
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