Location
Prenton Office, North Cheshire Trading Estate, Prenton Way, Birkenhead, CH43 3ET

Hours
Permanent, Hybrid working

Salary
From £37,560 per annum

About the Role
The Workforce Planner is responsible for forecasting, scheduling, and real-time monitoring of staffing levels across our 24/7-365 call centre and back-office support teams. This role ensures optimal resource allocation to meet service level agreements (SLAs), customer demand, and operational efficiency targets. You will work closely with operations to deliver data-driven workforce strategies that support business continuity and performance.

Key responsibilities include designing and maintaining shift patterns that support 24/7 coverage while balancing employee wellbeing and compliance; generating and managing schedules for call centre agents and back-office staff using workforce management tools; coordinating leave, training, and meeting schedules to minimise service disruption; monitoring intraday performance and staffing levels and adjusting to meet SLAs; providing real-time support during unexpected demand spikes or absences; producing daily, weekly, and monthly reports on staffing, adherence, and performance metrics; analysing workforce data to identify trends, risks, and optimisation opportunities; recommending and implementing improvements to scheduling, forecasting, and workforce systems; supporting change initiatives including new technology rollouts, process redesigns, and policy updates; producing and maintaining process documentation including version control and governance; and completing regular audits and housekeeping of the Workforce Management System to ensure data accuracy.

Experience
Proven experience in workforce planning within a contact centre or similar 24/7 operational environment. Familiarity with 24/7 shift planning and managing high-volume staffing requirements. Experience with back-office planning and multi-channel environments (voice, email, chat). Strong analytical skills with proficiency in Excel and Workforce Management Software such as NICE, Calabrio, or Verint.

About you
Excellent communication and stakeholder management skills. Ability to work under pressure and adapt to changing priorities. Detail-oriented with a proactive approach to problem-solving and continuous improvement.

Qualifications
Not explicitly stated; relevant experience and skills in workforce planning and data analysis are essential.