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- Tasks: Lead workforce planning and develop staffing strategies for multiple contact centre programmes.
- Company: Join HGS, a global leader in technology and business services.
- Benefits: Enjoy remote work, 25 days holiday, and employee assistance programs.
- Why this job: Make a real impact on service performance and business growth in a dynamic environment.
- Qualifications: Experience in workforce planning and strong analytical skills.
- Other info: Embrace a coaching culture focused on continuous learning and career development.
The predicted salary is between 50000 - 60000 ÂŁ per year.
HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. We combine automation, analytics, artificial intelligence, and deep domain expertise to deliver Intelligent Experiences across the customer lifecycle, from digital customer care to back‑office operations, human resources outsourcing, and advanced contact center solutions.
Are you a Workforce Planning leader who enjoys turning complex demand patterns into clear, practical staffing strategies? At HGS, the WFM Planning Manager plays a key role in protecting service performance and supporting business growth across multiple contact centre programmes. You will take ownership of forecasting and capacity planning, building workforce models that balance service commitments, operational constraints and commercial priorities.
Working closely with operational and support stakeholders, you will provide planning insight that supports decision making in both live environments and new business activity. This is a hands‑on planning leadership role in a fast‑paced customer experience setting. You will contribute to bid and renewal activity, challenge assumptions using data‑led reasoning and support consistent planning standards across the function, while guiding Planning team members to deliver accurate outputs and continuous improvement.
HGS enables a Coaching Culture: HGS is dedicated to fostering a culture of coaching where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential, with support from colleagues, managers, and mentors, through feedback, mentorship, and diverse learning opportunities. If you are passionate about growth, both for yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.
Why choose us? Part of the multi‑billion‑dollar Hinduja Group, HGS takes a “globally local” approach with ~18,000 employees across 10 countries and 30 delivery centers, supporting some of the world’s most recognized brands.
- Fully remote working
- Refer‑A‑Friend bonuses
- Employee assistance programs
- 25 days holiday, plus
WFM Planning Manager in London employer: HGS
Contact Detail:
HGS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land WFM Planning Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can get you in the door.
✨Tip Number 2
Prepare for those interviews by researching HGS and its culture. We want to see that you’re genuinely interested in our coaching culture and how you can contribute to it. Tailor your answers to show how your experience aligns with our values.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We can’t stress enough how important it is to articulate your thoughts clearly and confidently when discussing your planning strategies.
✨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, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace WFM Planning Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the WFM Planning Manager role. Highlight your expertise in forecasting, capacity planning, and any relevant achievements that showcase your ability to turn complex demand patterns into effective staffing strategies.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about workforce planning and how your background makes you a perfect fit for HGS. Don’t forget to mention our coaching culture and how you can contribute to it!
Showcase Data-Driven Decision Making: Since this role involves challenging assumptions with data-led reasoning, be sure to include examples of how you've used data to inform your planning decisions in previous roles. This will demonstrate your analytical skills and strategic thinking.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at HGS
✨Know Your Numbers
As a WFM Planning Manager, you'll need to demonstrate your ability to handle data. Brush up on forecasting techniques and capacity planning metrics. Be ready to discuss how you've used data to influence staffing strategies in the past.
✨Understand the Business
Familiarise yourself with HGS's services and how they integrate technology and AI into their operations. Show that you understand the importance of balancing service commitments with operational constraints and commercial priorities during your interview.
✨Showcase Your Leadership Skills
This role involves guiding team members and supporting continuous improvement. Prepare examples of how you've led teams in the past, particularly in fast-paced environments. Highlight your coaching experience and how it aligns with HGS's culture.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in real-time scenarios. Think about past challenges you've faced in workforce planning and how you overcame them. Use the STAR method (Situation, Task, Action, Result) to structure your responses.