Work Force Planner

The Workforce Planner is responsible for driving operational efficiency through accurate workforce planning, forecasting, and real-time performance management across multiple campaigns.

The role ensures that the right number of agents, with the right skills, are available at the right time to meet client SLAs while optimising cost and productivity.

This position plays a critical role in:

• Translating business demand into data-driven staffing strategies
• Ensuring consistent service delivery and SLA adherence
• Acting as a key link between Operations, Recruitment, and Clients
• Providing insight-led decision-making to improve performance and cost efficiency

The Workforce Manager is both strategic and operational, balancing long-term planning with real-time responsiveness in a high-pressure BPO environment.

RESPONSIBILITIES OF THE ROLE

1. Workforce Planning & Forecasting

• Develop accurate demand forecasts using historical data, trends, and client requirements
• Convert forecasts into actionable staffing and hiring plans
• Partner with Recruitment to ensure pipeline readiness aligned to ramp requirements
• Continuously improving forecast accuracy and planning models

2. Scheduling & Capacity Optimisation

• Design efficient schedules aligned to forecasted demand and operational requirements
• Optimise resource allocation across shifts, campaigns, and channels
• Manage shrinkage (leave, absenteeism, training, attrition) within planning assumptions
• Ensure maximum utilisation while maintaining service quality

3. Real-Time Performance Management

• Monitor live performance against SLAs (service levels, AHT, occupancy, adherence)
• Proactively identify risks and implement corrective actions in real time
• Manage performance through schedule adjustments and resource reallocation
• Communicate performance risks and recovery plans to stakeholders

4. Data Analysis & Reporting

• Produce and analyse daily, weekly, and monthly performance reports
• Identify trends, risks, and improvement opportunities
• Deliver clear, actionable insights to Operations and leadership teams
• Support strategic decisions through data-driven recommendations

5. Stakeholder & Client Engagement

• Engage with internal stakeholders (Operations, Recruitment, Finance, Training) to align workforce strategies
• Act as a client-facing representative for workforce planning and performance discussions
• Present forecasts, capacity plans, and performance insights in a clear and professional manner
• Participate in business reviews (QBRs/WBRs) and provide value-driven insights
• Identify inefficiencies and implement process improvements within Workforce Management
• Drive standardisation and best practices across campaigns
• Support automation and optimisation of WFM tools and reporting processes
• Contribute to cost optimisation and operational efficiency initiatives

7. Governance & Compliance

• Ensure adherence to workforce policies, scheduling standards, and labour requirements
• Maintain accurate data integrity within WFM systems
• Support audit and compliance requirements where applicable

QUALIFICATIONS/EDUCATION:

• Minimum 3-5 years experience in Workforce Management/Planning within a BPO / Call Centre environment
• Experience supporting international campaigns (UK/US advantageous)
• Ability to work in UK/USA hours and weekends.

CORE SKILLS AND COMPETENCIES

Proven track record in:

• Workforce forecasting and capacity planning
• Scheduling and real-time performance management
• SLA delivery across high-volume, multi-channel operations

Strong client-facing experience, including:

• Presenting forecasts, capacity plans, and performance reports to clients
• Managing client expectations around SLA delivery, risks, and mitigation plans
• Participating in WBRs/QBRs and operational review sessions
• Handling client escalations with a solution-driven approach
• Demonstrated ability to act as a trusted advisor to clients, translating data into clear, commercially
• Experience managing multiple campaigns and large head-counts
• Exposure to cost management, productivity optimisation, and operational efficiency initiatives
• Experience working in a fast-paced, high-pressure, client-driven environment