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- Tasks: Lead workforce planning for diverse contact centers, ensuring effective shift strategies and capacity plans.
- Company: Join a dynamic client in Central London focused on innovative workforce solutions.
- Benefits: Enjoy a supportive work environment with opportunities for career growth and development.
- Why this job: Be a key player in shaping planning strategies while inspiring and mentoring your team.
- Qualifications: Experience in contact center planning and strong leadership skills are essential.
- Other info: This role blends technical expertise with strategic thinking in a large-scale operation.
The predicted salary is between 43200 - 72000 £ per year.
We have a fantastic client whom are looking for a Head of Workforce Planning professional to join their team based in Central London.
The roles responsibility will be to lead planning function who are responsible for creating and running insight led planning solutions across a number of geographically diverse contact centres, specialisms and contact types.
The successful candidate will have a solid background in Contact Centre Planning and the tools associated and will be a seasoned leader of people with superb stakeholder leadership skills. You will be inspirational, challenging, and supportive in your leadership style with adaptive communication skills to cater for each audience and geography, using a wide range of problem-solving situations requiring extensive use of data collection and analysis.
Key responsibilities will include:
- Leading a RP team accountable for the design, delivery and implementation of people first shift strategies that are workable for our clients staff, cost effective and deliver people at the right times.
- Planning Innovation using experience and latest industry trends leading the way in Planning toolset delivery across the planning lifecycle.
- Accountable for the delivery of advance production of accurate capacity plans, adequate site space, recruitment planning, training planning and Operations communications of plans, actions and progress.
- Support in delivering the end-to-end Planning processes into each functional area of Planning, through to on-the-day delivery
- Ownership of Production & Delivery ensuring adequate tracking of all Planning & budget related assumptions and actuals to ensure Plans are on track and early signs of deviation are understood, translated and action agreed with the Operations.
- To fully understand the main KPIs expected to be delivered within the operation and ensure that the appropriate plans are in place and the team are aligned behind them.
- Develop their respective planning teams into rounded capability, focusing on analytics, process improvement, communication and influencing styles.
- Workforce management skills (e.g., NICE, Verint & Aspect)
- Reporting tools (Tableau, Power BI & Looker).
- Stakeholder management and cross- functional working.
- Mentor, coach & create opportunities for career growth within their teams.
This role requires a unique blend of technical ability, stakeholder engagement expertise and forward thinking strategic mindset, all within a large scale, professionally operated customer contact estate.
Please reach out to
Head of Workforce Planning employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Workforce Planning
✨Tip Number 1
Make sure to showcase your experience in leading planning functions, especially in contact centers. Highlight any specific tools you've used, like NICE or Verint, as this will resonate with the hiring team.
✨Tip Number 2
Demonstrate your ability to adapt your communication style for different audiences. Prepare examples of how you've successfully engaged stakeholders across various levels and geographies.
✨Tip Number 3
Emphasize your strategic mindset by discussing any innovative planning solutions you've implemented. Share insights on how you stay updated with industry trends and how you've applied them in your previous roles.
✨Tip Number 4
Show your leadership skills by providing examples of how you've mentored and developed your teams. Discuss specific instances where you've created growth opportunities for your team members.
We think you need these skills to ace Head of Workforce Planning
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly understand the responsibilities and requirements of the Head of Workforce Planning position. Highlight your experience in contact centre planning and your leadership skills in your application.
Tailor Your CV: Customize your CV to reflect your relevant experience, particularly in workforce management tools like NICE, Verint, and Aspect. Emphasize your ability to lead teams and manage stakeholders effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strategic mindset and problem-solving abilities. Use specific examples from your past experiences to demonstrate how you have successfully implemented planning solutions and led teams.
Highlight Data Analysis Skills: Since the role requires extensive use of data collection and analysis, make sure to highlight your proficiency with reporting tools such as Tableau, Power BI, and Looker. Provide examples of how you've used data to drive decision-making in previous roles.
How to prepare for a job interview at Cactus Search
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how it aligns with the company's values. Highlight examples where you've inspired and supported your team, especially in challenging situations.
✨Demonstrate Your Planning Expertise
Familiarize yourself with the latest industry trends and tools related to workforce planning. Be ready to share specific instances where you've successfully implemented innovative planning solutions in a contact center environment.
✨Highlight Your Stakeholder Management Skills
Prepare to discuss how you've effectively engaged with stakeholders across different functions. Provide examples of how you've navigated complex relationships and ensured alignment on planning objectives.
✨Emphasize Data-Driven Decision Making
Since the role requires extensive use of data collection and analysis, be ready to talk about your experience with reporting tools like Tableau or Power BI. Share how you've used data to inform planning decisions and improve operational efficiency.
