Global Workforce Planning Manager

Global Workforce Planning Manager

The central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover thirteen markets across Europe, the Middle East, and South-East Asia. This role can either be based in London or Manchester, in office 3 days a week.

Key to this expansion is an immediate need for a Workforce Planning Manager to support the team with the production of short, medium, and long term contact and staffing forecasts within all markets. Reporting to the Senior Manager for Workforce Management & Planning, the Workforce Planning Manager will ensure strategic goals of delivering excellent customer service at optimal cost are achieved through accurate forecast modelling, collaborative planning, and effective communication.

While some workforce management processes are well developed, in conjunction with our outsource partners, planning activities in other markets are still being developed. We now need to move at speed to optimise workforce requirements across all teams in order to maximise performance w...