Strategic Workforce Planner 24/7 Ops (Hybrid)

ScottishPower; Birkenhead; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading energy company is seeking a Workforce Planner to design and maintain shift patterns for a 24/7 call centre. This role involves generating schedules, monitoring staffing levels, and providing real-time operational support. The ideal candidate should have strong analytical skills and experience with workforce management tools. A hybrid work pattern is available, with a salary starting at £37,560 per annum.

Benefits

36 days annual leave

Holiday Purchase

Share Schemes

Electric Vehicle Schemes

Healthcare benefit options

Life Assurance

Qualifications

• Proven experience in workforce planning within a contact centre or similar 24/7 operational environment.
• Experience with back-office planning and multi-channel environments (voice, email, chat).

Responsibilities

• Design and maintain shift patterns that support 24/7 coverage.
• Generate and manage schedules for call centre agents.
• Monitor intraday performance and staffing levels.
• Produce reports on staffing, adherence, and performance metrics.

Skills

Strong analytical skills with proficiency in Excel

Excellent communication and stakeholder management skills

Ability to work under pressure

Familiarity with 24/7 shift planning

Tools

Workforce Management Software (e.g. Nice, Calabrio, Verint)

Job description

A leading energy company is seeking a Workforce Planner to design and maintain shift patterns for a 24/7 call centre. This role involves generating schedules, monitoring staffing levels, and providing real-time operational support. The ideal candidate should have strong analytical skills and experience with workforce management tools. A hybrid work pattern is available, with a salary starting at £37,560 per annum.