Data-Driven Contact Centre Workforce Planner

Northern; Sheffield; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Free travel

Generous pension

Enhanced family benefits

Cycle to work

Exclusive discounts

Employee assistance programme

Training and career development

Recognition

Job summary

Northern Trains Limited is seeking a CEC Workforce Planner at the Sheffield Contact Centre. You will forecast call volumes, create multi-skilled schedules and align plans with targets and budgets, ensuring optimal staffing for around 100 colleagues.

You’ll monitor real-time performance and drive data-driven decisions to deliver high customer service levels. Key requirements include experience in contact centre planning, proficiency with PeopleWare, strong Excel skills, and the ability to

Qualifications

• Experience in forecasting, scheduling, capacity planning and real-time workforce management.
• Contact centre experience including service levels, demand patterns, shrinkage, occupancy and resource requirements.
• Experience with PeopleWare or a similar workforce management platform.
• Strong Excel skills; Power BI or other data visualisation experience is an advantage.
• Strong analytical, problem-solving and organisational skills, with ability to spot trends and risks.
• Ability to turn complex data into clear, actionable insight.
• Excellent communication and stakeholder-management skills; confident to challenge and influence.
• Continuous-improvement mindset and interest in technology, automation and data.

Responsibilities

• Forecast customer contact volumes across multiple channels and translate demand into workforce requirements.
• Create efficient, multi-skilled schedules that balance customer service and colleague availability.
• Align workforce plans with service targets, budgets and operational priorities.
• Monitor real-time performance and adjust plans to maintain service levels.
• Manage holidays, training, coaching and other activities to minimise operational impact.
• Analyse trends and performance data to identify risks, opportunities and planning challenges.
• Provide clear, data-driven insight for operational and strategic decisions.
• Improve workforce planning processes through technology, automation and smarter ways of working.
• Work closely with operational leaders to respond to changing customer demand and business priorities.

Skills

Forecasting

Scheduling

Capacity planning

Real-time WFM

Data analysis

Excel

Power BI

Stakeholder management

Communication

Tools

PeopleWare

Power BI

Job description

Northern Trains Limited is seeking a CEC Workforce Planner at the Sheffield Contact Centre. You will forecast call volumes, create multi-skilled schedules and align plans with targets and budgets, ensuring optimal staffing for around 100 colleagues.

You’ll monitor real-time performance and drive data-driven decisions to deliver high customer service levels. Key requirements include experience in contact centre planning, proficiency with PeopleWare, strong Excel skills, and the ability to