WFM Planning Manager

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 bank holidays (increasing with service)
• People‑focused environment where you’ll make lifetime connections and friendships

What We Are Looking For

Are you confident building forecasts and capacity plans that stand up to real operational pressure? Can you translate data trends and performance drivers into clear workforce recommendations? Are you comfortable working with multiple stakeholders and influencing decisions that impact service delivery and cost? Do you enjoy improving planning processes, strengthening governance, and developing more junior team members? Are you able to balance accuracy, pace, and commercial awareness in a changing delivery environment?

If you are motivated by solving complex planning challenges and want to play a visible role in workforce strategy, we would like to hear from you.

Requirements:

• Advanced workforce planning experience within a multi‑channel contact centre environment, especially with hybrid and remote workforces.
• Strong forecasting, capacity planning, and scenario modelling capability.
• Experience using WFM platforms such as NICE IEX, Aspect, or Calabrio.
• Advanced Excel and data analysis skills.
• Ability to interpret operational performance trends and provide actionable insight.
• Experience collaborating with operational, commercial, and support stakeholders.
• Exposure to bid, growth, or change environments is advantageous.