Workforce Planning Manager
The Workforce Planning Manager role focuses on short to medium-term planning, real-time operational management, and performance reporting to the wider leadership team. With the support of the wider Planning Team, the Workforce Planning Manager will support the management and delivery of day-to-day service performance of the contact centre, ensuring optimal resource utilisation and service delivery across two sites.

As a key member of the wider leadership team, the postholder will contribute to strategic operational discussions while ensuring frontline performance aligns with business objectives and service level agreements.

Key Responsibilities

• Manage and optimise short-term forecasting and scheduling activities.
• Ensure staffing levels are aligned to forecasted demand to maximise efficiency and service performance.
• Maintain ownership of shift patterns and scheduling strategies to support operational needs.
• Oversee real-time management of contact centre performance across multiple sites.
• Monitor service levels, queue performance, and agent productivity, taking immediate corrective actions where required.
• Ensure delivery against key operational KPIs such as service level, abandonment rate, and response times.
• Provide regular performance updates and insights to the leadership team.
• Support continuous improvement initiatives within workforce planning and broader operations.
• Analyse trends and provide actionable insights to improve operational efficiency and customer experience.
• Ensure accurate and timely reporting of workforce metrics and service performance indicators.
• Demonstrate strong understanding of the end-to-end workforce planning cycle (forecasting, scheduling, real-time management, and review).
• Support the development of forecasting accuracy and workforce optimisation strategies.

Key Skills & Experience
Essential

• Strong understanding of contact centre operations and service delivery.
• Proven experience in workforce planning, scheduling, and real-time management.
• Ability to analyse data and translate it into actionable insights.
• Strong stakeholder management and communication skills.
• Experience managing performance across multi-site operations.

Desirable

• Previous experience in Workforce Planning (WFP) roles within a contact centre environment.
• Experience using workforce management tools.
• Experience with Calabrio WFM (or similar workforce planning systems).

Key Competencies

• Analytical thinking and problem-solving
• Decision-making under pressure
• Strong organisational and planning skills
• Influencing and stakeholder management
• Attention to detail
• Leadership and collaboration

About Healix
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

Our benefits

• Commitment to career development
• Health insurance
• Vacation, Paid time off
• Retirement plan and/or pension
• Office perks
• Employee development programs
• Employee discounts
• Gym membership or wellness programs
• Opportunity to travel
• Casual dress
• Cycle to work
• Free work laptop
• Referral bonus
• Open office
• Competitive salary
• Life insurance
• Employee Assistance Scheme
• Wellbeing Scheme
• Social Opportunities
• Progression opportunities

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.