Workforce Planner

About the Role

The Workforce Planner is responsible for all aspects of workforce planning, developing operational best practice, resource plans and forecasting for all customer contact. With a focus on efficiency, resource optimisation and continuous improvement, this role ensures optimal resources are available to meet customer demand and exceed service standards.

This role is critical in supporting a high performing team that focuses on continuous improvement, effective communication and ensures member experience is always consistent with business goals and strategic needs

Key Responsibilities:

• Develop and Implement Resource Plans: Create and maintain complex resource plans to meet future resourcing needs and achieve business targets.

• Analyse and Forecast Workforce Needs: Track historical metrics, model "what if" scenarios, and proactively recommend recruitment and skilling strategies to maximize efficiency.

• Lead Workforce Planning Initiatives: Establish strategic approaches to workforce planning, engage stakeholders, and collaborate to forecast future requirements for recruitment, technology, and wider workforce support.

• Provide Insights and Support: Respond to business needs, develop strategic workforce models, manage payroll as required, and provide performance reporting.

Required Attributes:

• Experience in Contact Centre Workforce Planning, Scheduling, and Analytics.

• Stakeholder management and communication skills.

• Ability to work autonomously, employ initiative to find solutions, priorities and exercise discretion

• High level attention to detail and time management skills

• Adaptable and quick thinking in rapidly changing circumstances

Why Join Us?

• Skill Growth: Extensive opportunities to upskill in a tech-forward environment.

• The Next Step: This role is specifically designed for someone ready to move from basic scheduling into strategic forecasting.

• Dynamic Culture: Join a team where no two days are the same and your contribution is visible.

• Strong Relationships: We pride ourselves on our client and stakeholder engagement; you will be a key face of the team.

Ready to shape the future of workforce planning? Apply today and make your mark!

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. 

At Probe CX equality is not merely a slogan – it's our commitment. Our way of life.  Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%!