London
We are seeking a strategic and analytically driven Principal, Workforce Planning & Analytics to lead Convera’s workforce planning, capacity modelling, and demand forecasting across payment operations and customer care. This role ensures the organisation has the right capacity, skills, and cost structure to scale effectively and deliver resilient service.
The role owns the end‑to‑end workforce planning framework, enabling senior leaders to make informed, forward‑looking decisions on staffing, utilisation, service performance, and investment trade‑offs. Operating as a Principal individual contributor, it establishes standards, governance, and tooling, while acting as the organisation’s workforce planning subject matter expert and capability builder.
For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera.
You will be responsible for:
- Own the workforce planning and capacity modelling framework across Operations.
- Translate demand into staffing and FTE models (shrinkage, skills, productivity, availability).
- Build short, medium, and long‑term capacity plans aligned to forecasts and strategy.
- Model scenarios across demand volatility, automation, productivity, and service levels.
- Identify staffing gaps, surpluses, redeployment options, and workforce risk.
- Lead demand forecasting across operational queues.
- Design and govern models linking demand, capacity, utilisation, and service outcomes.
- Deliver executive‑ready analytics and dashboards (Excel, Power BI).
- Lead selection and evolution of workforce planning and forecasting tools.
- Define functional requirements with Operations, Finance, HR, Data, and Technology.
- Evaluate vendors and support business cases and investment decisions.
- Support intraday and short‑term decision making.
- Analyze utilization, adherence, and productivity trends.
You should apply if you have:
- Minimum of 5 years’ experience in workforce planning, capacity modelling, or operational analytics within complex operational environments.
- Proven experience developing demand forecasts and translating them into actionable capacity, staffing, and investment decisions.
- Demonstrated expertise designing and governing analytical models, planning frameworks, and decision support outputs.
- Experience assessing, selecting, or implementing workforce planning or analytics tooling.
- Advanced capability in Excel and Power BI, with experience producing executive‑ready dashboards and analysis.
- Proven ability to engage and influence senior stakeholders using data‑driven insight and clear recommendations.
Benefits
- Market competitive salary
- Opportunity to earn an annual bonus
- Great career growth and development opportunities in a global organization
- A flexible approach to work
- Generous insurance (health, disability, life)
- Paid holidays, time‑off, and leave policies for life events (maternity, paternity, adoption)
- 3 wellness days per year
- Paid volunteering opportunities (5 days per year)
