At a Glance
- Tasks: Manage workforce planning and optimise contact centre performance across multiple sites.
- Company: Join Healix, a dynamic company that values personal care and innovative solutions.
- Benefits: Enjoy career development, health insurance, gym memberships, and a supportive team environment.
- Other info: Be part of a friendly culture that nurtures diverse talent and offers excellent growth opportunities.
- Why this job: Make a real impact in a role that combines strategy with hands-on management.
- Qualifications: Experience in workforce planning and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
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:
- Essential: 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
Required Criteria:
- Strong understanding of contact centre operations and service delivery.
- Experience managing performance across multi-site operations.
- Strong stakeholder management and communication skills.
Desired Criteria:
- Previous experience in Workforce Planning (WFP) roles within a contact centre environment.
- Experience with Calabrio WFM (or similar workforce planning systems).
Company Culture:
We focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Company Benefits:
- Commitment to career development
- Health insurance
- Vacation
- Paid time off
- Retirement plan and/or pension
- Office perks
- Employee development programs
- Employee discounts
- Gym membership or wellness programs
- Opportunity to travel
- Casual dress
- Cycle to work
- Free work laptop
- Referral bonus
- Open office
- Competitive salary
- Life insurance
- Employee Assistance Scheme
- Wellbeing Scheme
- Social Opportunities
- Progression opportunities
Salary: Not disclosed
Workforce Planning Manager in Bristol employer: Healix
Healix is an exceptional employer that prioritises the growth and well-being of its employees, offering a supportive and dynamic work culture where initiative and innovation are encouraged. With a strong commitment to career development, employees benefit from ongoing training, diverse responsibilities, and a range of excellent perks, all while contributing to meaningful projects in a collaborative environment. Located across multiple sites, Healix fosters a personal touch in its operations, ensuring that every team member feels valued and empowered to make a difference.
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 your connections in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to workforce planning and service delivery. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills during interviews. Be ready to discuss how you've used data to improve performance in previous roles. Real-life examples will make you stand out!
✨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 Application:Make sure to customise your CV and cover letter to highlight your experience in workforce planning and contact centre operations. We want to see how your skills align with the key responsibilities outlined in the job description.
Showcase Your Analytical Skills:Since the role involves analysing data and providing actionable insights, be sure to include examples of how you've successfully used data to improve performance in previous roles. We love seeing those numbers!
Highlight Leadership Experience:As a key member of the leadership team, your ability to manage stakeholders and lead teams is crucial. Share specific instances where you've demonstrated strong leadership and collaboration skills in your past positions.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any updates from us!
How to prepare for a job interview at Healix
✨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 multi-site operations. Highlight your ability to communicate effectively and drive change.
✨Understand the Planning Cycle
Familiarise yourself with the end-to-end workforce planning cycle. Be prepared to discuss your experience with forecasting, scheduling, and real-time management. Showing a strong grasp of these concepts will set you apart from other candidates.
✨Cultural Fit Matters
Healix values a supportive and dynamic culture. Research their company ethos and think about how your personal values align with theirs. Be ready to share how you can contribute to a positive team environment and support continuous improvement initiatives.
