Workforce Planning Manager

Develop and maintain resource forecasting models to predict future call, claims, and staffing requirements.

Analyse trends, operational metrics, and business forecasts to anticipate resource needs.

Create and adjust short-, medium-, and long-term resource plans to meet demand and business priorities.

Coordinate with Operations, HR, and Finance to align workforce strategies with organisational goals.

Present forecasting outputs and workforce strategies to senior stakeholders in a commercially relevant format.

Monitor resource utilisation and implement improvements to enhance efficiency and accuracy.

Identify risks related to resource availability and develop contingency plans.

Develop dashboards and reports to track performance and inform decision-making.

Continuously improve forecasting and planning processes using best practices and WFM technology.

Proven experience in workforce forecasting and planning within a B2C Front Office or contact centre.

Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.

Experience with workforce management tools (e.g., NICE, Verint, IEX, Calabrio).

Strong understanding of customer demand dynamics and operational drivers in multi-channel service environments.

Excellent communication and stakeholder engagement skills.

Commercial acumen, linking operational planning to financial outcomes and strategic goals.

Experience in scenario modelling, capacity planning, and process improvement.

Flexibility to adapt to changing business needs and work across geographies if required.

Contact Hire Resolve for your next career-changing move today

• Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
• You can also visit the Hire Resolve website: hireresolve.us or email us your CV: [email protected]
• Please use "Workforce" as your subject line when applying via email 

We will contact you telephonically in 3 days should you be