Forecasting & Workforce Planning Lead, Contact Center

MARKS&SPENCER; Salford; On-site; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Colleague discount

Bonus schemes

Pension scheme

Induction & training

Wellbeing support

Volunteer day

Virtual GP access

Job summary

Marks & Spencer is seeking a senior Workforce Planning leader to forecast demand, plan capacity, and manage resources across in-house and outsourced contact centres in the UK. You will drive recruitment, training and long-term capacity, while monitoring schedules, adherence, shrinkage and service performance to deliver outstanding customer service.

You will lead real-time delivery, adjust resources as required and provide insights to improve productivity and service levels, collaborating with

Qualifications

• Experience leading workforce planning, forecasting, scheduling or workforce management in a contact centre.
• Ability to produce and validate forecasts, capacity plans and resource models.
• Expertise in workforce management principles including forecasting, scheduling, shrinkage and service level performance.
• Experience managing real-time operational performance and analysing productivity metrics like AHT and contacts per hour.
• Excellent analytical, organisational and stakeholder management skills.

Responsibilities

• Lead demand forecasting, capacity planning and resource management across in-house and outsourced contact centres.
• Create and improve workforce plans including recruitment, training and long-term capacity.
• Oversee scheduling, adherence, shrinkage and operational performance monitoring.
• Lead real-time service delivery, adjust resources as needed and provide data-driven insights.
• Plan and communicate activity sequencing and business continuity to ensure excellent service.

Skills

Forecasting

WFM

Data analysis

Stakeholder management

Change leadership

Job description

Marks & Spencer is seeking a senior Workforce Planning leader to forecast demand, plan capacity, and manage resources across in-house and outsourced contact centres in the UK. You will drive recruitment, training and long-term capacity, while monitoring schedules, adherence, shrinkage and service performance to deliver outstanding customer service.

You will lead real-time delivery, adjust resources as required and provide insights to improve productivity and service levels, collaborating with