Hybrid Workforce Planning Lead: Forecasting & Optimization

Marks and Spencer plc (UK); Chester; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Marks & Spencer plc (UK) is seeking a Workforce Planning Lead to drive forecasting, scheduling and performance across our customer services operations. The role involves coordinating in-house and outsourced teams, with on-site collaboration at least three days a week to foster development through teamwork.

You will align forecasts with service levels and commercial arrangements, optimise capacity, and deliver data-driven insights to improve customer outcomes and business performance.

Responsibilities

• Forecasting, scheduling and performance management for customer services operations.
• Coordinate in-house and outsourced teams to ensure alignment with service levels.
• On-site collaboration at least three days a week to drive development through teamwork.
• Deliver data-driven insights to improve customer outcomes and business performance.

Job description

Marks & Spencer plc (UK) is seeking a Workforce Planning Lead to drive forecasting, scheduling and performance across our customer services operations. The role involves coordinating in-house and outsourced teams, with on-site collaboration at least three days a week to foster development through teamwork.

You will align forecasts with service levels and commercial arrangements, optimise capacity, and deliver data-driven insights to improve customer outcomes and business performance.