At a Glance
- Tasks: Manage workforce planning and optimise contact centre performance across multiple sites.
- Company: Dynamic company 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.
- 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 employer: Healix Health
At our Three Temple Quay location, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and development. As a Workforce Planning Manager, you will benefit from a collaborative environment where your insights directly influence operational strategies, alongside competitive remuneration and comprehensive benefits that support work-life balance. Join us to be part of a forward-thinking team dedicated to excellence in service delivery and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning Manager
✨Join HR Networks
Get involved in HR-specific communities, like the Chartered Institute of Personnel and Development (CIPD) and local HR meetups. This is a fantastic way to connect with industry professionals and learn about job openings before they even hit job boards!
✨Make Your Presence Known
Attend HR conferences and workshops in your area to network with potential employers. Don't be shy—introduce yourself, exchange business cards, and let them know you're keen on a full-time role in HR. Who knows, you might just land a friendly face at Healix Health!
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If you’re a recent grad or still in uni, tap into your career services and alumni network. Many universities have connections with companies looking for HR talent, so get those leads and apply through our website for a smoother application process.
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Create content around HR topics you’re passionate about, like employee engagement or diversity initiatives. Share articles or insights on LinkedIn to demonstrate your knowledge and get noticed by recruiters. It’s a subtle yet effective way to show you’re the right fit for a full-time role at Healix Health.
We think you need these skills to ace Workforce Planning Manager
Some tips for your application 🫡
Show Off Your HR Skills:When you’re crafting your CV, make sure you highlight specific HR skills that are relevant to the role at Healix Health. Include any experience with recruitment processes, employee relations, or performance management, and don’t forget to mention your familiarity with HR software or tools that could give you an edge.
Tailor Your Cover Letter:Your cover letter is your chance to shine, so tailor it to Healix Health and the specific HR role. Highlight your passion for people management and how your unique approach can help foster a positive workplace culture. Be sure to sprinkle in examples from your past experiences that illustrate your problem-solving abilities and interpersonal skills.
Include Relevant Certifications:If you’ve got any HR certifications or relevant training under your belt, be sure to showcase them! These qualifications can really set you apart from other candidates when applying for this full-time HR position at Healix Health. List them prominently on your CV to catch the hiring manager's eye.
Align with Company Culture:Make sure your application speaks to Healix Health's values and culture. Research the company and align your experiences or values with what they stand for. This will show them that you're not only a fit for the role but also for the overall vibe of the team and organisation.
How to prepare for a job interview at Healix Health
✨Brush Up on HR Best Practices
As you're diving into human resources, it’s crucial to be well-versed in the latest HR practices and legislation. Get familiar with key topics like employee engagement, talent acquisition, and diversity initiatives, as these could easily pop up in your interview with Healix Health.
✨Know Your Recruitment Tools
Most HR roles involve using various recruitment tools and ATS (Applicant Tracking Systems). Make sure you can comfortably discuss platforms like Workday or Greenhouse. If you've had direct experience, share those examples; if not, show your eagerness to learn!
✨Highlight Your People Skills
A full-time HR role at Healix Health will require strong interpersonal skills. Prepare to share stories that demonstrate how you’ve successfully navigated conflicts or supported team members in past experiences. Authenticity goes a long way in this field.
✨Stay Current with HR Trends
Being up to speed with current HR trends, like remote working protocols or mental health initiatives, can set you apart. Be ready to discuss how these trends could impact Healix Health and how you would contribute to adapting HR strategies.
