We are looking for a CX Workforce Management Planner to ensure our Customer Experience organisation has the right capacity, with the right skills, at the right time.

 

Supporting a multibrand and multilocation CX organisation of approximately 70 FTE, you will translate customer demand and operational data into accurate forecasts, effective workforce plans, and clear daily operational decisions. Your work will help improve accessibility, service levels, productivity, and customer experience while managing operational costs.

 

Forecasting & demand planning

• Develop short-, medium-, and long-term forecasts for customer contact volumes across multiple brands and channels.
• Analyse historical contact patterns, seasonality, trends, and relevant business drivers.
• Improve forecast accuracy through variance analysis and root-cause identification.
• Translate expected demand into staffing requirements by interval, day, and channel.

 

Capacity planning & scheduling

• Translate demand forecasts into clear capacity requirements.
• Create and maintain workforce plans and schedules using a rolling six-week forecast.
• Balance capacity across telephone, email, complaints, administration, training, and other activities.
• Account for absence, holidays, training, shrinkage, and other non-productive time.
• Identify capacity gaps and proactively advise CX leadership and Team Leads.

 

Intraday management

• Monitor real-time operational performance and staffing against plan.
• Identify deviations between forecast demand, actual demand, and available staffing.
• Recommend or initiate intraday actions to protect service levels.
• Support CX Team Leads with reallocating capacity between activities.
• Monitor queue performance, abandonment, service levels, and workloads throughout the day.

 

Performance, reporting & optimisation

• Establish and maintain Workforce Management dashboards and reporting.
• Provide insight into service levels, abandonment, occupancy, productivity, and capacity utilisation.
• Analyse actual performance against forecasts and identify structural trends.
• Turn data into clear recommendations and practical operational actions.
• Support scenario planning for recruitment, opening hours, workload changes, and organisational developments.
• Quantify the operational and financial impact of capacity decisions.

 

Continuous improvement

• Develop Workforce Management processes, standards, and ways of working.
• Identify opportunities to improve workforce utilisation and productivity.
• Improve Workforce Management maturity across the organisation.
• Support the transition from reactive capacity management to proactive, data-driven planning.
• Contribute to the development of a multibrand and future multicountry service organisation.

 

About You

• At least five years of experience in Workforce Management, contact centre operations, or service planning.
• Strong experience with forecasting, capacity planning, scheduling, and intraday management.
• Good understanding of contact centre KPIs and operational drivers.
• Strong analytical, numerical, Excel, and data-analysis skills.
• Experience with Workforce Management or contact centre technology is an advantage.
• Ability to translate complex data into clear operational actions and recommendations.
• Strong communication and stakeholder-management skills.
• Confidence to challenge operational assumptions and influence decisions.
• Structured, pragmatic, improvement-minded, and customer-centric.
• Comfortable working with both data and people at operational and management levels.

 

Why Join Us?

 

This is an opportunity to shape and professionalise Workforce Management within a dynamic, multibrand Customer Experience environment. You will have meaningful influence over capacity decisions, operational efficiency, service performance, and the customer experience.

 

Your insights will directly support the development of a more proactive, scalable, and data-driven CX organisation.

 

 

Apply now!