At a Glance
- Tasks: Manage workforce planning and optimise contact centre performance across multiple sites.
- Company: Dynamic organisation focused on operational excellence and team collaboration.
- Benefits: Competitive salary, full-time role, and opportunities for professional growth.
- Other info: Exciting opportunity for career advancement in a fast-paced environment.
- Why this job: Join a leadership team and make a real impact on service delivery and efficiency.
- Qualifications: Experience in workforce planning and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Three Temple Quay, Temple Back East
The Workforce Planning Manager role focuses on short to medium‑term planning, real‑time operational management, and performance reporting to the wider leadership team. With the support of the wider Planning Team, the Workforce Planning Manager will support the management and delivery of day‑to‑day service performance of the contact centre, ensuring optimal resource utilisation and service delivery across two sites. As a key member of the wider leadership team, the postholder will contribute to strategic operational discussions while ensuring frontline performance aligns with business objectives and service level agreements.
About The Role
- Key Responsibilities
- Short‑Term Workforce Planning & Scheduling: Manage and optimise short‑term forecasting and scheduling activities. Ensure staffing levels are aligned to forecasted demand to maximise efficiency and service performance. Maintain ownership of shift patterns and scheduling strategies to support operational needs.
- Service Delivery: Oversee real‑time management of contact centre performance across multiple sites. Monitor service levels, queue performance, and agent productivity, taking immediate corrective actions where required. Ensure delivery against key operational KPIs such as service level, abandonment rate, and response times.
- Leadership & Stakeholder Engagement: Provide regular performance updates and insights to the leadership team. Support continuous improvement initiatives within workforce planning and broader operations.
- Reporting & Insights: Analyse trends and provide actionable insights to improve operational efficiency and customer experience. Ensure accurate and timely reporting of workforce metrics and service performance indicators.
- Planning Cycle & Continuous Improvement: Demonstrate strong understanding of the end‑to‑end workforce planning cycle (forecasting, scheduling, real‑time management, and review). Support the development of forecasting accuracy and workforce optimisation strategies.
Key Skills & Experience
- Strong understanding of contact centre operations and service delivery.
- Proven experience in workforce planning, scheduling, and real‑time management.
- Ability to analyse data and translate it into actionable insights.
- Strong stakeholder management and communication skills.
- Experience managing performance across multi‑site operations.
Desirable
- Previous experience in Workforce Planning (WFP) roles within a contact centre environment.
- Experience using workforce management tools.
- Experience with Calabrio WFM (or similar workforce planning systems).
Key Competencies
- Analytical thinking and problem‑solving.
- Decision‑making under pressure.
- Strong organisational and planning skills.
- Influencing and stakeholder management.
- Attention to detail.
- Leadership and collaboration.
Contract Type: Fulltime
Salary: Based on Experience
Closing Date: Wednesday 17th June, 2026
Workforce Planning Manager in Bristol employer: Healix Health
At our Three Temple Quay location, we pride ourselves on fostering a dynamic work culture that values collaboration and innovation. As a Workforce Planning Manager, you will benefit from comprehensive professional development opportunities, competitive remuneration, and a supportive environment that encourages continuous improvement and strategic input. Join us to make a meaningful impact in optimising service delivery while enjoying the unique advantages of working in a vibrant city centre.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning Manager in Bristol
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in contact centres. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to workforce planning and service delivery. We recommend role-playing with a friend or using online resources to boost your confidence.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to improve performance in previous roles. This will demonstrate your ability to provide actionable insights, which is key for the Workforce Planning Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Workforce Planning Manager in Bristol
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Workforce Planning Manager role. Highlight your experience in workforce planning, scheduling, and real-time management. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've improved service delivery or optimised resource utilisation in previous roles.
Showcase Your Analytical Skills:Since this role involves analysing data and providing insights, make sure to mention any relevant experience you have. We love candidates who can turn numbers into actionable strategies that drive performance!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Healix Health
✨Know Your Numbers
As a Workforce Planning Manager, you'll need to demonstrate your analytical skills. Brush up on key metrics like service levels, abandonment rates, and response times. Be ready to discuss how you've used data to drive performance improvements in previous roles.
✨Showcase Your Leadership Skills
This role involves engaging with the leadership team and influencing stakeholders. Prepare examples of how you've led teams or projects in the past, especially in a contact centre environment. Highlight your ability to communicate effectively and drive continuous improvement.
✨Understand the Workforce Planning Cycle
Familiarise yourself with the end-to-end workforce planning cycle, including forecasting, scheduling, and real-time management. Be prepared to discuss how you’ve optimised these processes in your previous positions and any tools you've used, like Calabrio WFM.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities under pressure. Think of scenarios where you've had to make quick decisions to improve service delivery or manage staffing levels. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
