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For Companies At a Glance
- Tasks: Lead workforce planning, scheduling, and forecasting to enhance customer service operations.
- Company: Join SSE, a pioneering energy company committed to a net zero future.
- Benefits: Enjoy flexible working, healthcare discounts, wellbeing support, and generous family entitlements.
- Why this job: Shape the future of energy while driving efficiency and innovation in a dynamic environment.
- Qualifications: Experience in workforce management, data analytics, and strong communication skills required.
- Other info: SSE values diversity and encourages applications from all backgrounds.
The predicted salary is between 45400 - 58000 £ per year.
Base Location: Perth orPortsmouth
Salary: £54,952 – £64,738 + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available – hybrid working
The role
We\’re looking for a Lead Workforce Management Planner to shape the future of planning within our Customer Service Directorate.
In this key role, you\’ll be the subject matter expert forAmazon Connect, leading scheduling, forecasting, and capacity planning in the fast-paced world of a Distribution Network Operator (DNO).
You\’ll play a vital part in improving customer experience, streamlining operations, cutting delays—and driving smarter, more efficient ways of working.
You will
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Strategic Workforce Planning: Design and implement workforce strategies that align with business goals and meet UK regulatory standards.
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Amazon Connect Expertise: Lead the deployment and optimisation of Amazon Connect for efficient scheduling and workforce management.
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Capacity Planning & Forecasting: Use data-driven approaches to predict demand, manage staffing levels, and set clear KPIs to measure performance.
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Process Optimisation: Continuously review and improve planning processes to increase efficiency and reduce operational gaps.
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Team Leadership: Develop and support a high-performing planning team, encouraging innovation, collaboration, and continuous growth.
You have
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Workforce Management Expertise: Proven experience in scheduling, forecasting, capacity planning, and leading high-performing resource management teams.
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Operational & Technical Knowledge: Strong background in live contact centre operations, with hands-on expertise in Amazon Connector a similar cloud-based contact centre solutions
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Data & Analytics Proficiency: Skilled in using forecasting tools and BI platforms like Power BI and Tableau to drive performance and insights.
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Change & Compliance Management: Experience delivering process and system changes in dynamic environments, with solid understanding of workforce regulations such as working time directives.
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Strong Interpersonal Skills: Excellent communicator with high attention to detail, capable of managing multiple priorities and collaborating across teams.
About SSE
SSE has a bold ambition – to be a leading energy company in a net zero world. We\’re investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world\’s largest offshore wind farm and transform the grid to deliver greener electricity to millions.
SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.
Flexible benefits to fit your life
Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer
SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. please contact kim.annink@sse.com/01738 344051 to discuss how we can support you.
We\’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Ready to apply?
Start your online application using the Apply Now box on this page. We only accept applications made online. We\’ll be in touch after the closing date to let you know if we\’ll be taking your application further. If you\’re offered a role with SSE, you\’ll need to complete a criminality check and a credit check before you start work.
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Workforce Management Planner employer: SSE PLC
Contact Detail:
SSE PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Management Planner
✨Tip Number 1
Familiarise yourself with Amazon Connect and its functionalities. Since this role requires expertise in this platform, demonstrating your knowledge during the interview can set you apart from other candidates.
✨Tip Number 2
Showcase your experience in workforce management by preparing specific examples of how you've successfully implemented scheduling and forecasting strategies in previous roles. This will highlight your practical skills and understanding of the industry.
✨Tip Number 3
Network with professionals in the energy sector or those who have worked in similar roles. Engaging with them can provide insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Prepare to discuss your approach to team leadership and process optimisation. The ability to lead a high-performing team and improve operational processes is crucial for this position, so be ready to share your strategies and successes.
We think you need these skills to ace Workforce Management Planner
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Workforce Management Planner position. Tailor your application to highlight your relevant experience in scheduling, forecasting, and capacity planning.
Highlight Relevant Experience: In your CV and cover letter, emphasise your expertise with Amazon Connect and any similar cloud-based contact centre solutions. Provide specific examples of how you've successfully implemented workforce strategies or improved operational efficiency in previous roles.
Showcase Data Skills: Since data-driven decision-making is crucial for this role, mention your proficiency with forecasting tools and BI platforms like Power BI and Tableau. Include any relevant projects where you used these tools to drive performance insights.
Tailor Your Application: Make sure your application reflects the values and goals of SSE. Discuss your commitment to fostering an inclusive workplace and how your background aligns with their ambition to lead in a net zero world.
How to prepare for a job interview at SSE PLC
✨Showcase Your Amazon Connect Expertise
Make sure to highlight your experience with Amazon Connect during the interview. Discuss specific projects where you led the deployment or optimisation of this tool, as it’s crucial for the role.
✨Demonstrate Data-Driven Decision Making
Prepare to discuss how you've used data analytics tools like Power BI or Tableau in your previous roles. Be ready to provide examples of how your insights have driven performance improvements.
✨Emphasise Your Leadership Skills
Since the role involves team leadership, share your experiences in developing high-performing teams. Talk about how you encourage innovation and collaboration among team members.
✨Understand Regulatory Standards
Familiarise yourself with UK workforce regulations and standards relevant to the role. Being able to discuss how you’ve ensured compliance in past positions will demonstrate your suitability for the job.