Workforce Planning Manager

About us

Since launching in 2018, DNA Payments has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments, from cutting-edge POS systems to powerful payment gateway, ecommerce and in-app solutions.

Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 million in Private Equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe.

With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our journey to redefine the future of payments.


Role Summary

We are seeking a highly skilled Workforce Planning Manager (WFM) to lead forecasting, scheduling, real-time monitoring, and performance reporting functions across our contact centre and service teams.

This role is critical to ensuring optimal staffing, achieving service level agreements (SLAs), and meeting overall business objectives. The ideal candidate will bring a strategic mindset, strong analytical capabilities, and a hands-on approach to managing workforce efficiency in a fast-paced environment.

Reporting into: Head of SME (Client Services)
Working hours: 37.5 a week
Working location: Hull / Hybrid

Key Responsibilities: 

• Analyse historical data to forecast call volumes, workload, and staffing needs.


• Build and maintain staff schedules to meet forecasted demand while minimising costs.


• Monitor real-time performance and adjust staffing or reroute workflows as needed.


• Provide actionable insights and regular reports on occupancy, service levels, shrinkage, adherence, and other KPIs.


• Collaborate with Team leaders and Managers to ensure workforce plans align with business objectives.


• Manage and update WFM software tools.


• Support planning for new campaigns, product launches, or seasonal peaks.


• Identify trends and recommend improvements to WFM processes and tools.

About You:

• 1–3 years of experience in a WFM or similar analyst role, preferably in a contact centre environment.


• Strong analytical skills with experience with WFM platforms, Salesforce & Calabrio.


• Excellent communication and collaboration skills.


• Ability to thrive in a fast-paced, dynamic environment with attention to detail.

What’s in it for you?

You’ll work with a collaborative team and join a fast growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.

• 25 days holiday per year


• Private Medical


• Life Assurance


• Ride to work


• Access to self-learning platform


• Bookboon


• Income Protection


• Workplace Pension


• Employee Assistance Programme

Educate, Discover & Inspire

At DNA Payments, we put our values into action through real initiatives. From our dedicated in-house Sales and Operations training programmes that support career development, to DNA Day where we come together to celebrate our people and culture, we’re committed to investing in our teams. We’re also proud to support wider community initiatives, such as attending Hull Pride, reflecting our dedication to equality, inclusion, and celebrating diversity.