CX Workforce Planner: Data-Driven Capacity & Scheduling

Northern Trains Limited; Sheffield; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Free Travel

Generous Pension

Enhanced Family Benefits

Cycle to Work Scheme

Exclusive Discounts

Employee Assistance Programme

Training and Career Development

Recognition

Job summary

Northern Trains Limited is seeking a Workforce Planner for our Sheffield Contact Centre. You will forecast demand across channels and translate it into effective staffing, creating multi-skilled schedules to meet service targets.

You’ll monitor performance in real time, adjust plans as needed and manage holidays, training and other activities to minimise impact. Strong analytics and stakeholder relations are essential to succeed.

Qualifications

• Experience in forecasting, scheduling, capacity planning and real-time workforce management.
• Contact centre experience with service levels, demand patterns and occupancy.
• Experience with PeopleWare or similar workforce platforms.
• Strong Excel skills; Power BI or data visualization is an advantage.
• Analytical, problem-solving and organisational abilities; capable of turning data into insight.
• Excellent communication and stakeholder-management skills.

Responsibilities

• Forecast customer contact volumes across channels and translate demand into workforce requirements.
• Create efficient, multi-skilled schedules balancing service and availability.
• Align workforce plans with targets, budgets and priorities.
• Monitor real-time performance and adjust plans to maintain service levels.
• Manage holidays, training, coaching to minimise operational impact.
• Analyse trends and data to identify risks and opportunities.
• Provide data-driven insight for decisions at operation and strategy levels.
• Improve planning processes through technology and smarter operating methods.
• Collaborate with operational leaders to adapt to changing demand.

Skills

Forecasting

Scheduling

Capacity planning

Real-time workforce management

Excel

Power BI

Data analysis

Stakeholder management

Tools

PeopleWare

Job description

Northern Trains Limited is seeking a Workforce Planner for our Sheffield Contact Centre. You will forecast demand across channels and translate it into effective staffing, creating multi-skilled schedules to meet service targets.

You’ll monitor performance in real time, adjust plans as needed and manage holidays, training and other activities to minimise impact. Strong analytics and stakeholder relations are essential to succeed.