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- Tasks: Lead workforce management to optimise staffing and enhance customer experience across multiple markets.
- Company: Join HeliosX, a forward-thinking company dedicated to improving healthcare for everyone.
- Benefits: Enjoy 25 days holiday, private health insurance, and a home office allowance.
- Other info: Collaborate with an all-star team and access learning and development opportunities.
- Why this job: Make a real impact in a fast-paced environment while shaping the future of healthcare.
- Qualifications: 3-5 years of WFM leadership experience and strong multi-site operations knowledge.
The predicted salary is between 60000 - 75000 £ per year.
We’re hiring our first Workforce Management Manager (WFM) to build and embed WFM across HeliosX Customer Service. You’ll own forecasting, capacity planning and scheduling across multiple markets and a blended operation (in‑house + BPO, ~200–400 FTE), ensuring we have the right coverage, skills & cost base to deliver a consistently great customer experience. With our WFM platform currently being implemented, this role is central to establishing the foundations: defining the planning rhythm, building scalable models, partnering with Finance and CS leadership on headcount strategy, and setting the standards for governance, reporting and execution.
What you’ll be doing:
- Own forecasting and capacity planning across markets/channels, turning demand drivers into clear staffing plans (including shrinkage, seasonality, holidays and ramp times).
- Provide scenario modelling and recommendations to CS Leadership and Finance to balance service levels, cost and growth.
- Build and maintain optimised multi-country schedules that deliver the right interval coverage and skills while meeting local labour/contract constraints.
- Partner with in-house teams and BPOs to improve schedule accuracy, adherence and execution against plan.
- Embed workforce plans into hiring, onboarding and training timelines by working closely with HR/Training.
- Help implement and embed our WFM platform, establishing the processes, governance and reporting needed to scale.
What you’ll bring to the role:
- 3–5+ years of Workforce Management leadership experience supporting 200–400 FTE operations.
- Background managing multi-site, multi-market WFM operations (BPO and/or in-house).
- Strong understanding of all core WFM disciplines: forecasting, capacity planning, scheduling, and real-time management.
- Experience scaling or establishing WFM processes in fast-paced, high-growth environments.
- Familiarity with WFM platforms (e.g., Verint, NICE, injixo, Playvox, Tymeshift) and workforce data architecture.
- Experience collaborating with cross‑functional teams including CS Ops, Vendor Management, Finance, and Product.
- Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is beneficial.
Why work with us?
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. Aside from working with our all‑star team, here are the other benefits of coming on board:
- 25 days holiday plus UK Bank Holidays (excluding two per year).
- Private health insurance, along with extra dental and eye care cover.
- Enhanced parental leave.
- Cycle‑to‑work Scheme.
- Electric Car Scheme.
- Free Dermatica and MedExpress products every month, as well as family discounts.
- Home office allowance.
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription).
Workforce Manager employer: HeliosX Group
Contact Detail:
HeliosX Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on showcasing your experience in workforce management and how you can contribute to HeliosX's mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team at HeliosX.
We think you need these skills to ace Workforce Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Workforce Manager role. Highlight your experience in forecasting, capacity planning, and scheduling, as these are key aspects of the job. We want to see how your skills align with our mission at HeliosX!
Showcase Your Experience: Don’t just list your previous roles; tell us about your achievements in Workforce Management. Use specific examples that demonstrate your ability to manage multi-site operations and collaborate with cross-functional teams. This will help us understand how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Remember, we’re looking for someone who can communicate effectively across various teams!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at HeliosX!
How to prepare for a job interview at HeliosX Group
✨Know Your WFM Inside Out
Make sure you brush up on all aspects of Workforce Management, especially forecasting, capacity planning, and scheduling. Be ready to discuss how you've successfully managed these areas in previous roles, particularly in multi-site or multi-market environments.
✨Showcase Your Analytical Skills
Prepare to demonstrate your ability to turn demand drivers into actionable staffing plans. Bring examples of scenario modelling you've done in the past and how your recommendations have positively impacted service levels and costs.
✨Familiarise Yourself with WFM Platforms
Since familiarity with WFM platforms is crucial, make sure you know the ins and outs of tools like Verint or NICE. If you’ve used any specific platform, be ready to share how it helped streamline operations or improve accuracy in scheduling.
✨Highlight Cross-Functional Collaboration
This role involves working closely with various teams, so be prepared to discuss your experience collaborating with departments like Finance and Customer Service Ops. Share specific examples of how your teamwork has led to successful outcomes in workforce management.