Strategic Workforce Planning Lead

Dŵr Cymru Welsh Water; Cardiff; On-site; GBP 49,000 - 53,000; Full time

Benefits offered by this job

34 days annual leave

11% pension contributions

Free mortgage brokering

Health CashBack

Cycle to work

On-site parking

Training and coaching opportunities

Job summary

Dŵr Cymru Welsh Water is seeking a Workforce Management Planning Manager in Cardiff to lead the planning function for a multi-channel customer contact operation. You will own forecasting, capacity planning, scheduling and real-time performance, balancing service quality with efficiency.

You will apply strategic thinking and strong management to shape resource decisions, improve planning accuracy and use NICE Workforce Management to deliver cost-effective workforce plans.

Qualifications

• Significant workforce planning experience within a complex, multi-channel contact centre or customer service environment.
• Advanced knowledge of demand forecasting, capacity planning, scheduling and real-time performance management.
• Experience leading, coaching and developing a workforce planning team, with a strong focus on capability, performance and engagement.
• Strong analytical and scenario-modelling skills, with the ability to identify trends, test assumptions and translate insight into practical recommendations.
• Experience converting organisational strategy and operational priorities into deliverable resource plans.
• A strong understanding of contact centre performance measures, including service levels, forecast accuracy, shrinkage, occupancy and schedule adherence.
• Excellent stakeholder management and influencing skills, with the confidence to present evidence-based recommendations to senior management
• Advanced Excel skills and experience working with workforce management systems, performance data and planning models.
• A continuous improvement mindset, with experience improving planning processes, controls and outcomes.

Responsibilities

• Own the end-to-end workforce planning strategy and planning cycle for a complex, multi-channel customer contact operation.
• Guide long-, medium- and short-term demand forecasting, translating customer demand, operational priorities and business strategy into robust resource plans.
• Develop capacity plans and scenario models that identify resource requirements, risks and opportunities, including recruitment, training and cross-skilling needs.
• Guide the creation and optimisation of schedules across voice and digital channels, ensuring resources are aligned to demand, service levels and customer needs.
• Oversee intraday and real-time performance management, ensuring emerging risks are identified early and clear recovery actions are agreed with operational teams.
• Provide clear oversight of key workforce measures, including forecast accuracy, shrinkage, occupancy, schedule adherence and service level performance.
• Ensure the operation is prepared for seasonal peaks, incidents and unexpected changes in demand through effective contingency and resilience planning.
• Guide, coach and develop the workforce planning team, setting clear priorities and creating a proactive, collaborative and insight-led culture.
• Contribute to the development and delivery of wider customer service and business plans, ensuring workforce planning supports Welsh Water’s strategic goals.

Skills

Workforce planning

Forecasting

Capacity planning

Scheduling

Real-time performance

Data analysis

Stakeholder management

Excel

Tools

NICE Workforce Management

Job description

Dŵr Cymru Welsh Water is seeking a Workforce Management Planning Manager in Cardiff to lead the planning function for a multi-channel customer contact operation. You will own forecasting, capacity planning, scheduling and real-time performance, balancing service quality with efficiency.

You will apply strategic thinking and strong management to shape resource decisions, improve planning accuracy and use NICE Workforce Management to deliver cost-effective workforce plans.