At a Glance
- Tasks: Shape workforce planning and optimise resource allocation in a dynamic contact centre environment.
- Company: Join Lifetime Legal, a forward-thinking company focused on proactive workforce strategies.
- Benefits: Competitive salary, career growth opportunities, and a chance to make a real impact.
- Other info: Opportunity to innovate and improve processes in a supportive team environment.
- Why this job: Be at the forefront of workforce optimisation and influence key business decisions.
- Qualifications: Experience in workforce planning and strong analytical skills are essential.
The predicted salary is between 42750 - 52250 £ per year.
We’re looking for an experienced
Workforce Planning & Optimisation Manager to join Lifetime Legal and help us build a smarter, more proactive approach to workforce planning across our c.100 FTE contact centre.
This is a new and influential role with the opportunity to shape how we forecast demand, plan capacity and make resourcing decisions as the business continues to grow.
You’ll take ownership of workforce forecasting and capacity planning, helping us understand not just where we are today, but what is coming next.
You’ll use data, trends and operational insight to predict peaks and troughs in demand, translate these into future headcount requirements and ensure we have sufficient time to recruit, train and deploy resource before service levels are impacted.
Working closely with Operations, People, Recruitment, Finance and the Senior Leadership Team, you’ll provide clear, commercially focused insight into the relationship between demand, capacity, productivity and performance.
What you’ll be doing
- Developing short, medium and long-term workforce forecasts and capacity plans.
- Predicting changes in customer demand and identifying future resource requirements.
- Translating workforce forecasts into proactive recruitment and headcount plans.
- Modelling the impact of demand, AHT, productivity, absence, attrition, shrinkage and other operational factors.
- Optimising scheduling, workforce deployment, utilisation and productivity.
- Monitoring and analysing SLA, FCR, AHT, occupancy, conformance, productivity and customer outcomes.
- Identifying emerging capacity or service risks and recommending action before performance is impacted.
- Developing meaningful MI, dashboards and forward-looking workforce insight.
- Identifying operational inefficiencies and leading opportunities for continuous improvement.
- Helping ensure we have the right people, with the right skills, in the right place at the right time to protect our customer experience and contractual SLAs.
What we’re looking for
You’ll already have strong experience in workforce planning, resource planning or WFM within a contact centre or similarly high-volume operational environment .
You’ll be highly analytical, commercially minded and confident turning complex data into clear recommendations.
Just as importantly, you’ll be comfortable challenging assumptions, influencing senior stakeholders and helping operational teams make decisions based on what the data is telling us.
Strong Excel and analytical skills are essential, alongside a good understanding of contact centre performance measures, forecasting, capacity planning and telephony/WFM systems.
This role would particularly suit someone who enjoys building and improving , rather than simply maintaining an established process.
You’ll have the opportunity to shape our workforce planning capability and make a measurable impact on service, productivity and future growth.
If you’re someone who can see what’s coming, turn the numbers into a plan and help a growing business stay ahead of demand, we’d love to hear from you.
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Workforce Planning & Optimisation Manager in Wokingham employer: Lifetime Legal LTD
As a Compliance Service Delivery Lead, you will thrive in a dynamic and supportive work environment that prioritises employee development and operational excellence. Our company fosters a culture of engagement and accountability, offering regular coaching, mentoring, and performance feedback to help you and your team achieve outstanding customer outcomes. Located in a vibrant area, we provide unique opportunities for professional growth and a commitment to maintaining high standards of compliance and quality.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning & Optimisation Manager in Wokingham
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Workforce Planning & Optimisation Manager at Lifetime Legal LTD!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Lifetime Legal LTD or be willing to refer you for that Workforce Planning & Optimisation Manager position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Lifetime Legal LTD who’s on the lookout for their next Workforce Planning & Optimisation Manager star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Workforce Planning & Optimisation Manager role at Lifetime Legal LTD!
We think you need these skills to ace Workforce Planning & Optimisation Manager in Wokingham
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Lifetime Legal LTD. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Lifetime Legal LTD
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Lifetime Legal LTD. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
