Workforce Planning Manager

£35000 - £38500 per annum, Benefits: Flexible hybrid working, generous annual leaving (increasing with service), nearly 20% pension contributions, relocation expenses, various travel and retail discounts.
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

Are you a resilient and ambitious Workforce Planning Manager seeking an exciting opportunity?
Are you able to lead and inspire optimisation through efficient data and workforce analysis?

CCP are delighted to be supporting a new client with their appointment of a Workforce Planning Manager on a full-time basis. You will take the lead on determining resource and capacity requirements for operational teams ensuring that shifts are aligned to customer demand. Working within this developing resource planning function, you will proactively define the planning cycle and ensure continuous improvement to reach the required service levels targets.

The successful Workforce Planning Manager will be responsible for the effective forecasting, scheduling, and real time activity of over 100 customer service advisors. The Customer Service Centre (CSC) provides a first point of contact for all customer enquiries across a range of services and channels including phone, email, social media, and face to face. The vision is to provide operational excellence in customer service building trust, confidence, and respect in everything they offer.

  • Manage Resource Planning Analysts to accurately prepare forecasts and budgets for phone and non-phone workloads.
  • Monitor and propose effective shifts patterns to match business requirements, optimising performance and maximising customer and advisor satisfaction.
  • Identify and proactively manage real time monitoring and shift pattern changes to deliver improved customer service and adherence to schedule.
  • Facilitate smooth communication and transition, maintaining and communicating an accurate record of changes and their impact.
  • Be aware of business, resource, and seasonal changes, making appropriate resource plans for expected changes.
  • Make recruitment recommendations and identify opportunities for efficient ways of working.
  • Develop and maintain strong relationships with key stakeholders ensuring long term forecasts can be built.
  • Mentor and develop analysts to reach their full potential and provide excellent scheduling to the CSC.
  • Proactively analyse and continually review the business operations and look at/initiate strategic changes.
  • Provide monthly and annual reports across the CSC teams, having a key input into the budgeting and improvement process.
  • Prepare and attend appraisals, taking responsibility for personal development and training.
Skills, Experience and Criteria:
  • Relevant degree, appropriate professional qualification, or experience in medium/large customer service environment.
  • Proven ability managing teams through a coaching style of leadership and exceeding customer service, metrics and KPI’s.
  • Exceptional organisational skills with proven experience managing multiple campaigns and workforce planning on a short-, medium- and long-term basis.
  • Ability to engage with the wider organisation and communicate with operational colleagues.
  • Exceptional knowledge of the forecasting and scheduling function within a contact centre.
  • Skills in using Workforce Management tools or Excel for modelling.
  • Excellent analysis skill and high level of data manipulation, to identify areas for improvement.
  • Numerate and analytical, with the ability to identify areas of improvement.
  • Strong IT skills including PowerPoint, Excel, Power BI, MS Forms, Power Automate and Office.

  • Flexible hybrid working model.
  • Generous annual leave which increases with service (up to 32 days).
  • Option to buy additional holiday.
  • Local Government Pension Scheme up to nearly 20%.
  • Various retail and travel discounts.
  • Enhanced family friendly policies.
  • Cycle to work scheme.
  • Relocation expenses.
  • Continuing professional development.
Apply today to be considered for this exciting role as a Workforce Planning and Efficiency Manager role. This is a fantastic opportunity to join a wonderful organisation built on growth, equality, and integrity. For more information, contact Tim Campion on 0208 989 7779 or email

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.


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