Strategic Workforce Planner – Forecasting & Real-Time Ops

Marks & Spencer Plc; Salford; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Colleague discount

Holiday entitlement

Discretionary bonus

Pension scheme

Induction training

Wellbeing support

M&S Choices discounts

Volunteer day

Parental/adoption policies

Job summary

Marks & Spencer plc is seeking a Workforce Planning Lead to direct forecasting, scheduling and real-time teams across in-house and outsourced Customer Services. The role requires close collaboration with stakeholders and third-party partners, with office presence at least three days per week from Manchester, Chester or London centres.

You will lead data-driven forecasting, capacity planning, and resource optimisation to meet service levels and business objectives, while ensuring robust

Qualifications

• Experience leading workforce planning, forecasting, scheduling or workforce management within a contact centre environment.
• Ability to produce and validate forecasts, capacity plans and resource models.
• Excellent analytical 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 performance monitoring.
• Lead real-time service delivery and intra-day adjustments with data-driven insights.
• Coordinate activity planning and business continuity for Customer Services.

Skills

Forecasting

Capacity planning

Workforce management

Stakeholder management

Data analysis

Communication

Tools

Workforce management software

Job description

Marks & Spencer plc is seeking a Workforce Planning Lead to direct forecasting, scheduling and real-time teams across in-house and outsourced Customer Services. The role requires close collaboration with stakeholders and third-party partners, with office presence at least three days per week from Manchester, Chester or London centres.

You will lead data-driven forecasting, capacity planning, and resource optimisation to meet service levels and business objectives, while ensuring robust