Forecast & Capacity Optimisation Lead

Lifetime Legal LTD; Wokingham; On-site; GBP 65,000 - 90,000; Full time

Job summary

Lifetime Legal LTD is seeking an experienced Workforce Planning & Optimisation Manager to build a smarter, proactive approach to workforce planning across our contact centre (~100 FTE).

You will forecast demand, plan capacity and drive resourcing decisions as the business grows, coordinating with Operations, People, Recruitment and Finance to shape headcount, recruitment and deployment ahead of service level impacts.

Qualifications

• Strong experience in workforce planning, resource planning or WFM within a contact centre or similarly high-volume operational environment.
• Excellent Excel and analytical skills are essential.
• Understanding of contact centre performance measures, forecasting, capacity planning and telephony/WFM systems.

Responsibilities

• Develop short, medium and long-term workforce forecasts and capacity plans.
• Predict changes in customer demand and identify future resource requirements.
• Translate forecasts into proactive recruitment and headcount plans.
• Model the impact of demand, AHT, productivity, absence, attrition and other factors.
• Optimise scheduling, workforce deployment, utilisation and productivity.
• Monitor SLA, FCR, AHT, occupancy and performance metrics.
• Identify risks and recommend actions before performance is impacted.
• Develop MI, dashboards and forward-looking workforce insight.
• Lead opportunities for continuous improvement in efficiency and service.

Skills

Workforce planning

WFM

Excel

Analytical skills

Forecasting

Capacity planning

Stakeholder influence

Data analysis

Job description

Lifetime Legal LTD is seeking an experienced Workforce Planning & Optimisation Manager to build a smarter, proactive approach to workforce planning across our contact centre (~100 FTE).

You will forecast demand, plan capacity and drive resourcing decisions as the business grows, coordinating with Operations, People, Recruitment and Finance to shape headcount, recruitment and deployment ahead of service level impacts.