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- Tasks: Lead workforce management, forecasting, and scheduling to enhance customer service.
- Company: Join HeliosX, a forward-thinking company dedicated to improving healthcare.
- Benefits: Enjoy 25 days holiday, private health insurance, and wellness perks.
- Other info: Be part of a dynamic team with excellent growth opportunities.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: 3-5 years in workforce management with experience in multi-site operations.
The predicted salary is between 50000 - 65000 £ 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: theforum.social - jobboard
Contact Detail:
theforum.social - jobboard 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 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 role thoroughly. Understand their WFM processes and be ready to discuss how your experience aligns with their needs. Show them you’re not just another candidate!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our mission at HeliosX.
We think you need these skills to ace Workforce Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to 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 background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving healthcare and how your skills can help us achieve our goals. Keep it engaging and relevant to the role.
Showcase Your Experience: When detailing your work history, focus on your experience with multi-site and multi-market WFM operations. We love seeing examples of how you've successfully managed teams and improved processes in fast-paced environments.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at HeliosX!
How to prepare for a job interview at theforum.social - jobboard
✨Know Your WFM Inside Out
Make sure you’re well-versed in all aspects of Workforce Management, especially forecasting, capacity planning, and scheduling. Brush up on the specific tools mentioned in the job description, like Verint or NICE, so you can confidently discuss how you've used them in past roles.
✨Showcase Your Leadership Experience
Prepare to share specific examples from your 3-5 years of leadership experience in WFM. Highlight how you’ve managed multi-site operations and collaborated with cross-functional teams, as this will demonstrate your ability to handle the responsibilities of the role effectively.
✨Understand the Business Context
Research HeliosX and its mission to improve healthcare. Be ready to discuss how your skills can contribute to their goals, particularly in balancing service levels and costs while ensuring a great customer experience. This shows you’re not just looking for any job, but that you’re genuinely interested in their mission.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle various workforce scenarios, such as seasonal demand spikes or unexpected absences. Think through potential challenges and your strategies for overcoming them, as this will showcase your problem-solving skills and readiness for the role.