Strategic Workforce Architect: Contact Center Forecasting

Marks and Spencer; Salford; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Colleague discount

Bonus schemes

Pension scheme

Wellbeing support

Training programs

Volunteer day

Induction program

Job summary

Marks & Spencer is seeking a Workforce Planning Lead to drive forecasting, scheduling and real-time resource management across our Customer Services operations. You will partner with stakeholders and third-party partners to ensure accurate forecasts and service levels, while balancing in-house and outsourced teams.

Based at Manchester, Chester or London, the role requires analytical leadership, proactive planning and strong communication to optimise performance and customer outcomes.

Qualifications

• Proven experience leading workforce planning, forecasting, scheduling or workforce management in a contact centre.
• Ability to produce and validate forecasts and capacity models and identify improvements.
• Strong analytical, organisational and stakeholder management skills.

Responsibilities

• Lead demand forecasting, capacity planning and resource management for in-house and outsourced contact centres.
• Develop, maintain and optimise workforce plans including recruitment, training and long-term capacity.
• Oversee real-time service delivery, monitor intra-day performance and adjust resources as needed.
• Communicate insights and recommendations to drive performance and customer outcomes.

Skills

Forecasting

Scheduling

Workforce management

Data analysis

Stakeholder management

Job description

Marks & Spencer is seeking a Workforce Planning Lead to drive forecasting, scheduling and real-time resource management across our Customer Services operations. You will partner with stakeholders and third-party partners to ensure accurate forecasts and service levels, while balancing in-house and outsourced teams.

Based at Manchester, Chester or London, the role requires analytical leadership, proactive planning and strong communication to optimise performance and customer outcomes.