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- Tasks: Lead workforce planning, ensuring optimal resourcing and service standards across teams.
- Company: Join Bionic, a dynamic company revolutionising support for small businesses with innovative technology.
- Benefits: Enjoy private healthcare, flexible working, generous leave, and exciting recognition programmes.
- Why this job: Be part of a passionate team in a vibrant environment that values collaboration and personal growth.
- Qualifications: Experience in workforce management, strong Excel skills, and knowledge of BI systems required.
- Other info: Opportunity for career advancement in a high-energy workplace with a supportive culture.
The predicted salary is between 36000 - 60000 £ per year.
This role requires physical presence across both our Luton & London sites and could be based from either. At Bionic, we are making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.
As the Workforce Planning Lead, you will be accountable for overseeing and determining the required resourcing and space requirements for all teams across Inbound, Outbound, Renewals, Customer service and Complaints, ensuring that shifts are aligned to sales/service demand and in a profitable resourcing model. The role is responsible for ensuring service standards are maintained and exceeded where possible.
Role Responsibilities
- Manage and develop forecasting and planning documentation and tools, preparing forecasts and budgets in collaboration with commercial leads for customer facing and non-customer facing workloads.
- Monitor demand against forecast and provide oversight to forecast deviance and impacts.
- Monitor intra-day demand and propose effective resourcing and capacity levers across locations.
- Influence recruitment recommendation and identify opportunities for future cross-skilling to deliver further optimisation opportunities.
- Support the shift from a 100% voice based operation to a multi-channel operation, and resulting impact on resourcing levels.
- Collaboration with the People and Change team to model attrition, future changes and resource shift requirements.
- Deliver effective & accurate reports against key performance indicators (KPIs) relating to workforce and performance.
- Manage and develop the workforce management tool, liaising with technologies teams.
- Management of shrinkage and holidays.
Essential Skills & Experience
- Good level of experience in a workforce management role within contact centre/Sales environments.
- Familiarity with workforce management and planning tools and their successful implementation.
- Expert Excel skills for modelling and scenario planning.
- Knowledge of BI systems and reporting suites (Tableau).
- High level of mathematical skill.
- Experience in planning multi-site customer facing centres.
- Knowledge of dialler technologies and their impact on forecasting/resourcing models.
- Experience in supporting introduction of new channels and the impact on forecasting/resources.
- Good communication and presentation skills.
- Strong level of reporting and analytical capabilities.
Desirable Skills & Experience
- Workforce management accreditation.
- SQL and Tableau experience.
- Salesforce/AWS Workforce management experience.
- Experience in operations supported by Virtual Agents (Chatbots).
The interview process
- Initial conversation with the Talent Acquisition Lead.
- 1st stage Teams interview with the Hiring Manager.
- 2nd stage Technical & Behavioural skills, and experience-based interview with the Hiring Manager and a wider team member.
About Bionic Group
Bionic has over 700 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents. We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves. Working at Bionic provides you many opportunities to advance your career, with incredible progression, recognition, and reward.
Benefits
- Private healthcare cover.
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies.
- Eyecare scheme.
- 25 days annual leave plus the 8 UK bank holidays, increasing with tenure.
- 1 paid family/religious day of leave per year - following successful probation period.
- 1 paid charity volunteering day per year.
- Option to buy/sell up to an additional 3 days leave per year.
- Enhanced maternity, paternity or shared parental leave.
- 2 days off for your wedding upon joining, and up to 5 days after 2 years' service.
- Flexible working options & a hybrid work approach.
- Auto-enrolled salary sacrifice pension scheme.
- Life assurance.
- Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure.
- Cycle to work scheme.
- Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success.
- Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition.
- Long service awards.
Workforce Planning Lead employer: Bionic Services Limited
Contact Detail:
Bionic Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Planning Lead
✨Tip Number 1
Familiarise yourself with the specific workforce management tools mentioned in the job description, such as Excel for modelling and BI systems like Tableau. Being able to demonstrate your proficiency in these tools during the interview will set you apart.
✨Tip Number 2
Research Bionic's approach to multi-channel operations and be prepared to discuss how you can support this transition. Showing that you understand their business model and can contribute to their goals will make a strong impression.
✨Tip Number 3
Prepare examples of how you've successfully managed forecasting and planning in previous roles. Be ready to discuss specific challenges you faced and how you overcame them, as this will highlight your problem-solving skills.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the company culture and expectations. This knowledge can help you tailor your responses during interviews and show that you're genuinely interested in being part of the Bionic team.
We think you need these skills to ace Workforce Planning Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in workforce management, particularly within contact centre or sales environments. Emphasise your familiarity with planning tools and your expert Excel skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping small businesses and how your skills align with Bionic's mission. Mention specific experiences that demonstrate your ability to manage forecasting and planning documentation.
Showcase Analytical Skills: Since the role requires strong reporting and analytical capabilities, include examples of how you've successfully used data to influence decision-making in previous roles. Highlight any experience with BI systems like Tableau.
Prepare for Interviews: Research Bionic's operations and prepare to discuss how you can support their shift to a multi-channel operation. Be ready to provide insights on managing resources effectively across multiple sites.
How to prepare for a job interview at Bionic Services Limited
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid grasp of the Workforce Planning Lead responsibilities. Familiarise yourself with workforce management tools and how they apply to multi-site operations, as this will show your preparedness and genuine interest in the role.
✨Showcase Your Analytical Skills
Given the emphasis on forecasting and reporting in this role, be ready to discuss your experience with Excel and BI systems like Tableau. Prepare examples of how you've used data to influence decision-making or improve processes in previous roles.
✨Demonstrate Collaboration Experience
This position requires working closely with various teams, including People and Change. Be prepared to share specific instances where you've successfully collaborated across departments to achieve common goals, especially in a contact centre environment.
✨Prepare for Behavioural Questions
Expect questions that assess your problem-solving abilities and how you handle challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses, particularly when discussing past experiences related to resource management and service standards.
